“An honest desire to engage with customers is not a process you learn, but a mindset than an organization adopts. And until the organization acquires that empathy for their customers (and, as it happens, for their employees as well), all the process re-engineering and re-orgs are fruitless endeavors.” - adaptive path » blog » Peter Merholz » One Thing I Learned in Web School
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"An honest desire to engage with customers is not a process you learn, but a mindset than an..."
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