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Reality Check: Your Customers Have ‘Baggage’ Too

The definition of "baggage" varies depending on whom you ask. For instance, a travel agent or a road-weary businessperson will describe a container used to carry personal belongings on a trip. A therapist might describe emotions from previous relationships that hamper a person's ability to have a healthy relationship in the future. A customer service leader will say -- well, what will a customer service leader say to describe "baggage?"...

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