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What customers say they want vs. what they really want

from AVweb

According to the author Paul Bertorelli: I've been covering and writing about businesses of various kinds for a long time and I'm trying to recall if executives always coveted buzz phrases the way they do now. Probably they have, but I just found it less obnoxious when I was younger. (Now, everything is obnoxious. Didn't I warn you about being on my lawn?) One buzz phrase making the rounds a decade ago was "voice of the customer." more

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