Every now and then I come across this article. It's getting a little old now but relevant if things reference-shaped are of interest to you.
It discusses a topic of great importance to any reference programme; that customer advocacy should be freely given and the result of a great customer experience (or maybe I think it supports this view as I share it).
Written by Sally Scalet and published in CIO magazine in 2002, it's still worth a read.
Written by Sally Scalet and published in CIO magazine in 2002, it's still worth a read.
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