Customer Experience Guru Joe Pine speaks up on how companies let their customers and other stakeholders down when they do things that are out of character for them or just plain off the reservation.
Really a cool read...
Customer Experience Guru Joe Pine: Authenticity Is the New Quality
http://ecommercetimes.com/story/Customer-Experience-Guru-Joe-Pine-Authenticity-Is-the-New-Quality-61078.html
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