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Recently, I wrote about our need to guard against company logic. I argued that it is very easy for us as marketers to slip into a mindset that ignores the ultimate desires of the customer. This is a struggle experienced by all companies, big or small, new or old, well-known or unknown. Ironically, as one commenter posted, perhaps even my blog post suffered from a little comp ...
I recently overheard an interesting conversation at a Westin hotel check-in counter. It went something like this: “… and we’re energy efficient!” said the Westin receptionist. “That’s great …” the customer’s hesitating response was only met with her static smile. “So …. What does that have to do with my room?” he added.
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