Nice piece @KellySull I love the CATS acronym! Also love the first point about "A company offering quality service is better able to market their company’s business when the customer has a positive experience to share with their peers." Ultimately, it's a customer's experience that is the competitive differentiator and that doesn't stop with just 1, 5 or 15 interactions, no matter where the relationship goes, whether the sale closes or not. And that's also why I love point #3. When done right, community is the thing that will transform a business.
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