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Is Your Organization Customer-Centric?

Utilities have been preached to for years that they need to be focused on customer expectations to survive in a competitive business environment. That advice has come from various sources, including companies in the telecommunications and transportation sectors that have survived deregulation.

See this link for an interesting paper from SAS Institute discussing customer satisfaction measurement and  predictors:  http://support.sas.com/resources/papers/proceedings14/1686-2014.pdf.

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