Is Customer Empathy a Difference Maker?
CFO Bookshelf
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The Amazon Way by John Rossman
CNN's John Sutter talks about his new book, "The Ympathy Project" He says he was inspired by clayton christenson and the ota loop. The job to be done is something that will garner loyalty of your customer,. So if you explain it in a way that makes them feel good, then they'll do it.
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