john, very well said. i assume many of you have read "the machine that changed the world" on lean car production, these authors have published a book "lean solutions" this year adressing the customer experience and interface. its an excellent book and i can highly recommend it - especially to businesses that suspect their clients experience is not always great. as a customer i gave up trying to change the businesses or complain as most helplines are designed to turn you away not change anything to their process, i guess i know what to expect from them next time. florian |
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