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Jenny Dempsey
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Jenny Dempsey

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Aww thanks Peter!!

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Coffee, books and customer service? Join our book club!
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Last official gig while living in Philly...soooo come say hi...and bye! Tickets are $6 presale with a fancy promo code "JENNY" (http://bsmg828.eventbrite.com/) or $8 at the door. I am looking forward to seeing you there!
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Jenny Dempsey

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In today's hangout, +Jenny Dempsey and +Jeremy Watkin talk about the book, Integrity Service by Ron Willingham.  We hope you'll join us!
This Hangout On Air is hosted by CommBetterBlog. The live video broadcast will begin soon.
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Coffee And Customer Service: Integrity Service
Fri, May 30, 2014, 3:33 PM
Hangouts On Air - Broadcast for free

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The success of the customer  begins with YOU!
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Have you heard of the Peak-End rule?

+Jenny Dempsey recently wrote a post on the Communicate Better Blog about an experience she had flying Virgin America. It may be a great example of how the Peak-End rule influences customer perceptions.

The Peak-End rule suggests that perceptions are primarily influenced by two things. 

The first is the experience that's the most different, good or bad, from the norm. Jenny has had several great experiences flying Virgin America (her norm), but recently had a bad experience that was very different (her peak). That stood out.

The second is the experience that's the most recent. This is the "end" experience. 

Jenny's most recent experience was the poor one, so it was both the Peak and the End. It looks like Virgin America will need to offer her a great experience on her next flight so she'll continue to think highly of them.

Check out her post:
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Talk to yourself like you’d talk to a customer. Keep the doors open for opportunity. You wouldn’t limit it for them–why would you limit it for yourself?
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Kevin Everhart's profile photo
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Xu Yin Ou's profile photo
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Hi, I'm Jenny!
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