overcoming failure
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Inspired Service: Renewed Commitment and Silver Linings
For IDEA, which has proudly touted a 98%–99% customer satisfaction rating for many years, this was aIDEA service crisis. On Friday, August 5, the IDEA team discovered that hundreds of customer voice mails had been stuck in a digital black hole. IDEA members were calling us for help, but we didn’t even know it.
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