Authenticity in Consumer Goods When Jim and I were proposing our book Authenticity: What Consumers Really Want to Harvard Business School Press ten years ago,
Customer insights consultancy UserTribe, of Copenhagen, Denmark, recently asked me to contribute to its 2017 Customer Outlook. It’s a collection of ten “high-profile international experts”
Jim and I have often said that the easiest way to get into the experience business is to open a cafe, for it engages all
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