Worst practices: because we all stumble and fall on our way to consumer centricity

I'm not mad, but disappointed.

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i’m lovin it

Earlier, I wrote about how 2% of your customers who steal, cheat and misbehave force you to decide how you treat the remaining 98% of your customers. Several weeks later, I went to McDonald’s in Amsterdam to grab a BigMac. I bumped into their house rules, another illustration of my point. When I sat down […]