This fabulous article by Fransi Weinstein is about negative customer experiences at the retail level.
Her advice to retailers is sound and to the point. This is a powerful message that applies not only to retailers, but to any business looking to exceed its customers' expectations.
It seems that too many companies play follow the leader (even if they are blind). I know it is de rigueur to mention Apple in any marketing related piece these days, but they have perfected the art of doing things differently - and winning in the process.
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