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I Am Your Customer CEO

Key Customer CEO Question:

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An old, grizzled, chain-smoking owner of nearly four hundred retail stores once grumbled to me that any idiot could succeed in business if he just understood how to “stack ’em deep and sell ’em cheap.”

Another business titan who had four homes and at least as many ex-wives explained to me that customers were like mice. “If you leave a trail of crumbs,” he intoned, “they’ll always follow and then you just snap the trap. They’re yours for the taking.”

A seventy-seven-year-old founder and CEO of an automobile empire excitedly told me his “trick to success” was to use sleight of hand, like a magician ...

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