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The best service-focused organizations are led by chief experience officers whose devotion to customer experience comes out in everything they say, do, and are. The only thing that matters in a service-focused organization is the customer’s experience. And the only thing that matters about the customer’s experience is how the customer feels.

Great customer service requires flexibility. Customer service organizations are purpose driven. And their purpose is always customer focused, driving how the customer feels. Flexibility and interdependence are key. There are no heroes except the customers. Everything can be sacrificed – in service of the customer.

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