ABSTRACT
It used to be impossible to do business without seeing a customer’s face. But today, businesses are increasingly separated from the customers they’re serving. It’s easy to be company centric and ignore the individual not present in the room-the customer-when decisions are being made. I speak extensively about Amazon because it is a company that engineered a positive customer experience from the fi rst seed planted in the early 2000s. Jeff Bezos started putting an empty chair in meetings for the customer at a time when this wasn’t a widely practiced activity.
