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Arce anuncia megaobra de agua y una industria farmacéutica para Cochabamba
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By Rick Garlick, Vice President, Strategy Consultant at Magid
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Even prior to COVID-19, the travel experience has always had it stress points, commonly referred to as friction. Friction occurs anytime a customer is frustrated, uncomfortable, confused, angry, impatient, or simply has to expend much more effort than they expected. Advertisements
If you have ever experienced long amounts of time waiting on the phone to speak to a customer service representative, only to be told after finally reaching a live person that the person for whom you waited cannot help you and will now transfer your call, you certainly can relate to the concept of friction.