I loved the sentence: Not many people wake up in the morning and say “today, I want to make life miserable for our customers.”
Still that’s what happens millions of times a day. People get disappointed and frustrated on service or to a product. No one really meant it that way, but that’s what just happened. If companies don’t take this stuff seriously, it won’t fix itself automatically. It needs to be one top priorities of each individual working in or with company to happen.
Thanks to Bruce Temkin @experiencematters.wordpress.com