The Relentless Pursuit of Perfection in the Customer Experience

We are all familiar with the story: An orphaned child makes a long and arduous climb up a mountain to reach the Kung-fu temple. The gates are closed, and when he knocks, he is told to go away. He sees others who have been turned away, but they have stayed outside the temple waiting for days, hoping for a chance to be admitted. Because he is an orphan, he has no place to go, so he stays and knocks on the gate every day. With little or no food and water, harsh weather conditions, he faces strong temptations to give up his quest as many of the others do, but

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