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It’s 2019. Stop Treating Customers Like Strangers

January 17, 2019

My wife and I communicate with each other quite a bit, as you might expect. We chat in person, talk on the phone, text each other, exchange emails, leave sticky notes — you get the idea. That’s pretty standard for any modern relationship. We aren’t confined to a single channel of communication. But imagine if I couldn’t remember anything about what we discussed from one conversation or exchange to the next. What would happen if we talked on the phone during the day, but I couldn’t remember what she had said to me in person that morning?

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