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Posted by Andy Mattox on Tue, Jun 21, 2011 @ 15:06 PM
Andy Mattox

The Customer Experience FiascoJune, 2011
In The Customer Experience Fiasco, experts from Andrew Reise provide an engaging and instructive fable that unravels the mystique and complexity of customer experience strategy.  When CEO Randall Phillips is caught off guard by a customer’s YouTube-video during a television interview, he swears to fix it – and fast.  Dana Chase, a rising star in the organization, is tapped to fix the fiasco as quickly as possible.  This enthralling fable follows Dana’s trials and tribulations as she tries to save the company and her career.

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Topics: Customer Experience, The Customer Experience Fiasco, Book