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4min chapter
3 More Questions (Lisa Lutoff-Perlo) with David Novak and Koula Callahan
How Leaders Lead with David Novak
Understanding and Tracking Customer Needs for an Extraordinary Experience
This chapter discusses the importance of directly talking to customers, studying competitors, and understanding customer complaints to create delightful experiences. It also emphasizes the significance of considering the entire customer journey and implementing process and discipline for an extraordinary experience.
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Listen to the best highlights from the podcasts you love and dive into the full episode