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thank you for stopping by, Mark. May I suggest a different approach instead of just sharing a link and saying you do all these great things? That puts the onus on the community to come and check it out. I'd rather think you were looking to engage with the community.

I see that as a failure in the way the supply chain -- shipping co -- is set up, not of Apple itself. They do that. It has happened to me with UPS. They require the phone number, yet don't call it *when* at your doorstep. My hunch tells me they have a route and incentives to make time on it.

Complicating - too right Valeria...!

The customer satisfaction survey is a classic. 20 pages of questions, once a year.

A total waste of time in our book!

Why? For two reason - it puts the onus on the customer and it's always way too late and non-real time.

You quite rightly say:

"Too few organizations are starting to pay attention to those experiences and coming up with new solutions."

We'd like to think we are with

http://www.customerthermometer.com

Great article!

Best wishes,
Mark Copeman

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