Managing the Customer Experience

Installment 8 in a 10-Part Series Warren Buffett said, “It takes 20 years to build a reputation and five minutes to ruin it.” You can argue the time frames but there’s no challenging the admonition. Millions of interactions among humans and brands occur every day. This is where expectations that have been created, and promises that have been made, are met and kept (or not). Brilliant ideas, years of research and development, hundreds of millions of dollars of investment in