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How Great Products and Services Supply Great User Experiences by Russ Hall, Stewart Emery, Robert Brunner

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You are CEO of a company with 50,000 employees and you are so dedicated to the concept of customer experience driving the quality and value of your household products that in 1985, when a line of your company’s refrigerators were found to be defective, you had the workers who’d made them line up and smash 76 of them to smithereens. Hell, you grabbed a sledgehammer and smashed away at one of the damned things yourself. The public smashing of products that don’t make the cut appears to be somewhat de rigueur for Pacific Rim companies. You have been recognized by Financial Times as a turnaround specialist.

So what happens when you go on the Internet to a site,1 and you look at 25 reviews of a product you released, a Haier XQG65-11SU Front Load All-in-One ...

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