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	<title>Polarity &#187; customer service</title>
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	<description>Helping companies go beyond ad impressions to actually sell something</description>
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		<title>Credit Unions: Filene, Zig Ziglar and Southwest Airlines are on to Something</title>
		<link>http://polarityinc.com/2011/05/credit-unions-filene-zig-ziglar-and-southwest-airlines-are-on-to-something/</link>
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		<pubDate>Sat, 28 May 2011 13:25:51 +0000</pubDate>
		<dc:creator>Steve Patti</dc:creator>
				<category><![CDATA[Execution]]></category>
		<category><![CDATA[credit union hiring]]></category>
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		<category><![CDATA[Filene Research Institute]]></category>
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		<description><![CDATA[Credit unions can learn from what Southwest Airlines, Zig Ziglar and others already know -- you hire for attitude, train for skills.  The Filene Research Institute provides a blueprint for getting it right.]]></description>
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		<title>Customer Service &#8212; Easier Said Than Done</title>
		<link>http://polarityinc.com/2010/12/customer-service-easier-said-than-done/</link>
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		<pubDate>Thu, 02 Dec 2010 03:19:39 +0000</pubDate>
		<dc:creator>Steve Patti</dc:creator>
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		<category><![CDATA[brand experience]]></category>
		<category><![CDATA[customer experience]]></category>
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		<description><![CDATA[Outsourced call centers sound like a good deal until they accelerate customer attrition.  How eBay (and others) are dropping the ball whereby Customer Support is code for customer avoidance.]]></description>
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		<title>Citi&#8217;s One-Size-Fits-All Approach to Buyer Personas</title>
		<link>http://polarityinc.com/2010/10/citis-one-size-fits-all-approach-to-buyer-personas/</link>
		<comments>http://polarityinc.com/2010/10/citis-one-size-fits-all-approach-to-buyer-personas/#comments</comments>
		<pubDate>Mon, 11 Oct 2010 19:36:04 +0000</pubDate>
		<dc:creator>Steve Patti</dc:creator>
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		<category><![CDATA[Citi]]></category>
		<category><![CDATA[credit cards]]></category>
		<category><![CDATA[customer driven marketing]]></category>
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		<description><![CDATA[Citi card services lose another valued customer, but it could have been avoided if Buyer Personas were used.]]></description>
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