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"To make a dent in the universe you need both to lead with both brain & the heart." Marc Onetto #dent2013
"Amazon empowers customer agents w/ authority to pull product from the website if they think there might be a problem" Marc Onetto #dent2013
"Perfect customer centeredness is operationally impossible" (But just keep improving) says Marc Onetto #dent2013 #amazon /via @BAoki
"It's okay to make a mistake in pursuing customer centricity, you just can't make the mistake again." Marc Onetto #dent2013
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