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Introduction

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Customers crave consistently outstanding experiences and expect businesses to deliver them. When companies provide exceptional experiences, customers become loyal advocates for their brands.

This is the story of leaders at a legendary company who realized that the sales and service interactions their customers were having weren’t in keeping with the quality that was engineered into the company’s products. It is a story of transformation and what it takes to move a legacy brand in the direction of true customer obsession. It is the ...

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