Power is shifting in the marketplace from the seller to the buyer. The rules of business are changing. Increasingly, customers know everything about the companies they buy from. Customers are taking charge and the new business bottom line is customer delight. It's no longer about pushing features at customers, it's about achieving the experiences customers desire. It's no longer about concept to cash, it's about how long it takes to go from concept to customer delight. It's no longer about output, it's about outcomes. Delighting customers is everyone's responsibility and whether you realize it or not, no matter what you do, you're working in customer services.
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