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S1 E1 | Unpacking "Innovation"

The Circuit Breaker

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The Dangers of Loyalty

Are all customers loyal for the same reasons? No, never. Is that the danger? We clump them all into an average of loyal and we don't actually know what causes Loyalty. The measure of loyal is when you actually have a conflict and they're willing to stay. And loyalty in the wild can't be seen. It can only be seen when there's some kind of struggle.

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