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Anticipation
By Steve Robins Anticipation builds customer loyalty. A few weeks back, I had a few “wow” experiences that demonstrated the power of anticipation. No matter that they were almost mundane: each...
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Oscar’s Inconvenient Truths
By Steve Robins Watching Sunday’s Oscar awards, I was struck by… the importance – “and inconvenience” – of customer feedback in multiple forms: Inconvenient focus groups - The mock focus group...
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