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So, along with Lee, we created a test scenario and recruited 500 people across North America and Europe to imagine themselves in a service failure situation. Four different combinations of the five apology elements were created to test for the best approach. A fifth test condition only used two of the five elements to create a control.
Just as a person’s identity is composed of a rational side and an emotional side, with DNA driving those pieces, a company is compelled by intellectual and emotional elements. Our conversation with you and your team wasn’t a marketing discussion,” said Scott Anderson, CMO of Sitecore, a content management software company. “It
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