The last business book I was reading took a familiar path when it came to the discussion of customer experience. They raved about Zappos, Southwest Airlines, and Apple. Yawn.
Don't get me wrong - they are great companies to hold up as role models. It's just that they seem to be cited all the time. Zappos' great service, Southwest Airlines' no-nonsense approach, and Apple's awesome products. I get it and I'm impressed. I'm just tired of hearing about it.
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