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PM: If you could rewind time two years to just before the recession, would you do anything differently with your company?
RR: Not really. Experience over time has taught us that delivering the basics of great customer service is critical before, during and after a recession (or downturns for specific client businesses). If anything, the recession highlighted the importance of delivering excellent customer service day-in/day-out as client organizations worked through this difficult period.
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Michael Cornnell
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