“Our DNA is as a consumer company – for that individual customer who’s voting thumbs up or thumbs down. That’s who we think about. And we think that our job is to take responsibility for the complete user experience. And if it’s not up to par, it’s our fault, plain and simply”. – Steve Jobs I love the term ‘customer experience’ and the industry it has spawned. Happy to be corrected, although hasn’t retail always been about the custom
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