Seth Godin, author of many books on marketing, spoke at a conference a few years ago on the topic of ‘Why are So Many Things Broken” and the 20 minute video is worth watching to remind ourselves of why we must be vigilant as customer satisfaction advocates to the customer’s view. Always look at the products and processes from the customer’s perspective. In his video, Seth talks about the 7 kinds of ‘broken’ with many humorous examples.

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