Regular price: $2.95

Free with 30-day trial
Membership details Membership details
  • A 30-day trial plus your first audiobook, free
  • 1 credit/month after trial – good for any book, any price
  • Easy exchanges – swap any book you don’t love
  • Keep your audiobooks, even if you cancel
  • After your trial, Audible is just $14.95/month
Select or Add a new payment method

Buy Now with 1 Credit

By confirming your purchase, you agree to Audible's Conditions of Use and Amazon's Privacy Notice. Taxes where applicable.

Buy Now for $2.95

Pay using card ending in
By confirming your purchase, you agree to Audible's Conditions of Use and Amazon's Privacy Notice. Taxes where applicable.

Publisher's Summary

This Element is an excerpt from Do You Matter?: How Great Design Will Make People Love Your Company by Robert Brunner and Stewart Emery, available in print and digital formats.
How to make sure customer experience permeates every corner of your company - and all your products and services. As CEO, you're so dedicated to customer experience that in 1985, when a line of your company's refrigerators were found defective, you had workers smash 76 of them to smithereens. So what happens when you go on the Internet and the reviews of your product read: "Worst product, worst experience ever! Never buy a Haier product!"
©2010 Pearson Education, Inc. (P)2009 Audible, Inc.
Show More Show Less

Customer Reviews

Most Helpful

By Crazyprotein on 01-19-15

No specific tips or information

This is 16 min speech on importance of user experience and how stressful it can be to get a bad amazon review for a product you make. Duh.
Didn't learn anything from this

Read More Hide me

4 of 5 people found this review helpful

See all Reviews
© Copyright 1997 - 2017 Audible, Inc