Do you remember the first day you
realized that your customers knew more than you, that they had expert knowledge
that you lacked?
It was probably a humbling and, I hope,
teachable moment (with you as the teachee), leading you to think about how to
build a customer experience in our age of information.
Auto dealers have had these encounters
for years with obsessive gearheads who come armed with stats beyond anything a
salesman has time to...
