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How Singularity Kills Customer Experience Management
Culturally we are conditioned to look for a SINGLE reason, element or root cause to solve any problem. Remember Curly’s “One Thing” in the City Slickers movie? Well, this concept of singularity does...
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Poll Timing Dilemma
The other day I booked a flight on a popular website. As soon as the ticket order transaction was completed, I received a nicely designed request to share my experience with the agency. That request...
View ArticleWhole Foods Acquisition is a Wakeup Call to Independent Grocers
Much has been written about Amazon acquisition of Whole Food Markets. Every day brings an avalanche of opinions: from the industry pundits’ speculations on a scope of inevitable disruption of the...
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