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How Great Products and Services Supply Great User Experiences

Robert Brunner and Stewart Emerywith Russ Hall

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 ...

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