Humanity is the crux of organizations, but…
Customer Bliss
AUGUST 17, 2017
I don’t want to discuss my next book too much, as we’re currently doing some planning and development work around it, but — as you would probably guess — the theme is customer experience. We’re going to spend a lot of time in the next book discussing the pros and cons of specific experiences, both good and bad. You may see a company one day go through a total customer experience/PR flame-out (United Airlines is a recent example, or Volkswagen) and wonder to yourse
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