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Publisher's Summary

In our connected, customer-centric world, customers have come to expect that their needs will be met quickly and frictionlessly - especially in cities, where Instacart delivers groceries to your apartment, Amazon provides same-day delivery, and Uber and Lyft compete to have a car to your door in minutes.

©2016 by the President and Fellows of Harvard College, All Rights Reserved (P)2016 Audible, Inc.

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