BCD Meetings & Incentives’ Scott Graf is a big believer in listening to his customers. He holds a customer event each fall, makes sure he picks up the phone to check in with customers, even sends Microsoft Mail reminders to himself to “Call a Customer Today.” Which is where he learned of a shift in the way his customers say they want to purchase BCD’s services. “We noticed that in 2009, people’s spending habits began to change,” says ...

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