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33: Customer-centricity series - When bad news avoidance meets conflict avoidance
Walking Your Talk | Culture Change & Leadership
Importance of Deep Customer Understanding and Embracing Bad News Avoidance for Customer-Centricity
Exploring the significance of understanding customer needs deeply in the B2B sector, illustrated by a study on United Polaris airline showing the priority of comfortable beds over luxury amenities. Emphasizing the importance of asking meaningful questions and overcoming the aversion to bad news in striving for customer-centric operations.
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