Susan Ganeshan

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Latest

Operations & Logistics

4 Tips for Handling a Delta-Sized Customer Experience Debacle

Learn from Delta's crisis communications strategy.

Social Media

Good, Bad and Just Ugly Customer Service Trends

If your company isn't focused on the customer experience then you're losing customers.

Growing a Business

Why Established Companies Are Embracing an Amazon-Like Culture

Con Ed was founded in 1823, but it's making sure it can compete with newer companies born in the digital age.

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