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The Porsche name has been synonymous with excellence in sports car performance, design and quality for many decades, but several years ago, the global brand found itself struggling to overcome customer experience rankings that worried the company’s top executives. In 2008, the much-revered J.D. Power Customer Satisfaction survey of car owners put Porsche at 26th out of 33 automotive manufacturers. That led Porsche Cars North America in 2009 to commit to improving its overall....

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