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Publisher's Summary

This Element is an excerpt from Do You Matter?: How Great Design Will Make People Love Your Company by Robert Brunner and Stewart Emery, available in print and digital formats.

How to make sure customer experience permeates every corner of your company - and all your products and services. As CEO, you're so dedicated to customer experience that in 1985, when a line of your company's refrigerators were found defective, you had workers smash 76 of them to smithereens. So what happens when you go on the Internet and the reviews of your product read: "Worst product, worst experience ever! Never buy a Haier product!"

©2010 Pearson Education, Inc. (P)2009 Audible, Inc.

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No specific tips or information

This is 16 min speech on importance of user experience and how stressful it can be to get a bad amazon review for a product you make. Duh.
Didn't learn anything from this

4 of 5 people found this review helpful