Reconcilable Differences cover image

190: Three Whys Later

Reconcilable Differences

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Are You Doing Surveys When You Talk to Customers?

Zappos made employees talk to customers for a day every year. Richard Quest: If the leadership hasn't changed in years and years, it's really difficult to dislodge througeh sixties. The company was calling customers to basley surviys to see how they're doing,. what theyr issues are, whateverut. Ye ah. No plan survives contact with the enemy.

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