Audio Podcast: Understand Your Business
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For example, when I recently tried to upgrade my mobile phone, I was offered a better discount by the ‘new sales’ department who wanted my business, than the ‘upgrade’ department. The rep in the upgrade department openly told me that they compete against each other and that new customers get a better deal. Even if I wanted to upgrade I would have to speak to a billing rep for details of accessories and that department was closed! So much for service and valuing loyalty with offers!
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