The idea that companies must “delight” their customers has become so entrenched that managers rarely examine it. But ask yourself this: How often does someone patronize a company specifically because ...

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BOUDICA:I am Boudica, Queen of the Iceni. When my husband died he left his kingdom both to me and the Roman Emperor Nero, to share. It was meant to keep the peace between us. NARRATOR:It is 60 AD; the ...