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427 Myths of Branding by Andy Millgan

The Marketing Book Podcast

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The Amazon Effect Is Driving Change Inside Businesses

Amazon has so transformed our expectations that we are expecting the levels of responsiveness and personalization. So if Amazon can deliver me a book that's been out of print for 30 years inside 24 hours, why does it take me two days to book an appointment? I get three weeks to get returns from my product, I sell back. They have very raised the expectations among consumers and consumers therefore now putting pressure on companies to deliver at a higher level of customer experience.

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