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What is the urgency of transforming (changing) the digital customer experience. Just think of the many customer experience fails that were magnified to thousands or millions of potential customers.

There is a benefit to transforming (changing), there is also a risk. Is it worth it? Think about it some more. Is it really worth it?

If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” – Jeff Bezos

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