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The speed of the boss is the speed of the team.Lee Iacocca

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Developing a customer-experience vision

A thorough case study: transforming customer experience in an American airport.

Author(s): Brooke Boyarsky, Will Enger, Ron Ritter

Publisher: McKinsey

Date of publication: 2016

Read this article on the publisher's website [McKinsey]


This article is one of the sources used in Manageris’ synopses: