Freddie Mac: Asking What Customers Want, Early and Often

By EVP, Single-Family Business Dave Lowman Whether a business involves complex financial transactions, like Freddie Mac, or delivers things, like Amazon, customers judge service by processing their experience through four questions: Did you understand what I wanted? Did you have what I wanted? Did you follow-through to make sure I got what I wanted? Did you beat my expectations? Read More...(read more)

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