Fascinating experience, this week, with a major telecom provider. It started with a customer satisfaction d1ff5cdd90662e6ecd786945802e8738. The call began with the usual questions: “Was your technician on time …courteous …knowledgeable …neat, etc.” And it ended with a 214f982dd7305e178dd577d5bead7c97: “On a scale of one-to-ten how likely are you to recommend us to a business colleague?”