organisations living up to the brand-sales promise are rare.

organisations in the forefront lead on delivering consistently on the sales & brand promise, and thereby enjoy many important benefits. They become preferred suppliers and boost customer loyalty/retention. They drive one-call/contact resolution in their contact centres and streamlining their prospect-supply- service chains. They are seeing early warning signs of issues, so they can improve products & change operational strategies and quicker redressals, often on the fly. But most of all, they are seeing how customers may have received an inconsistent experience in the past and understanding how changes in operations, process, empowerment, metrics, culture, and technology can rapidly turn red flags into revenue and profitability gains.

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