Your Business Rises and Falls on Customer Experience

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To paraphrase something Steve Jobs once said, you have to start with the customer experience and work backward to the technology if you’re looking to sell $8 or $10 billion of product a year. This statement is profound and can be so impactful in all of our businesses, with a few minor tweaks. Long ago, when I was just starting my first few businesses, I would spend dozens of hours dreaming about the business, how it would operate and how we’d turn a profit.

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