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	<title>Return on Behavior Magazine &#187; Bob Lucas</title>
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		<title>Are You Listening?</title>
		<link>http://returnonbehavior.com/2009/09/are-you-listening/</link>
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		<pubDate>Sat, 26 Sep 2009 11:44:32 +0000</pubDate>
		<dc:creator>Bob Lucas</dc:creator>
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		<category><![CDATA[Listening Is An Active Process]]></category>
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		<category><![CDATA[Ralph Nichols]]></category>
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		<description><![CDATA[Listening is Important &#8211; this article looks into why we should follow the 2:1 ratio &#8211; 2 ears and 1 mouth.. If someone has ever asked you the question “Are you listening to me?” Chances are that they are seeing something that you are not aware of &#8211; - &#8211; you are either distracted or [...]]]></description>
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		<title>Five Strategies For Guaranteeing Customer Loyalty</title>
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		<pubDate>Sat, 26 Sep 2009 06:55:36 +0000</pubDate>
		<dc:creator>Bob Lucas</dc:creator>
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		<guid isPermaLink="false">http://returnonbehaviormagazine.com.previewdns.com/?p=713</guid>
		<description><![CDATA[Customer retention has always been one of the most cost effective ways to increase business revenue. According to the international consulting firm Bain &#38; Company, you can increase profits by as much as ninety-five percent through increasing retention by as little as five percent. If organizations fail to focus their efforts on servicing current customers [...]]]></description>
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		<title>Defining Your Customer Service Culture</title>
		<link>http://returnonbehavior.com/2009/09/defining-your-customer-service-culture/</link>
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		<pubDate>Sat, 26 Sep 2009 06:35:15 +0000</pubDate>
		<dc:creator>Bob Lucas</dc:creator>
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		<category><![CDATA[Facets]]></category>
		<category><![CDATA[Failure]]></category>
		<category><![CDATA[Great Lengths]]></category>
		<category><![CDATA[Inaction]]></category>
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		<category><![CDATA[Key Role]]></category>
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		<category><![CDATA[Norms]]></category>
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		<category><![CDATA[Rituals]]></category>
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		<description><![CDATA[Organizations go to great lengths to differentiate themselves from one another, usually at much expense. In reality, it is often their service culture that has one of the biggest impacts on customers and helps a customer decide whether or not to do business with the organization. What is a service culture in an organization? The [...]]]></description>
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