Last Mile Delivery – Delivering the Final Smile

What is Delivering the Final Smile all about? It’s dangerous to take a “hands-off” approach to customer service. That’s the conclusion of a recent CAPS Research report authored by Mei Li, PhD at Lehigh University. Relying only on carriers and service providers to drive the final customer service experience, warns Dr. Li, puts you at risk of having service failures that can trash your other customer service efforts.

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