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Get Lucky: How to Put Planned Serendipity to Work for You and Your Business by Lane Becker, Thor Muller

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You're So Far Away from Me

Before we can develop the skill of permeability to allow customers into our business, we first need to understand why we built these castle walls in the first place. As frustrating as it is to read about what happened to Regretsy, the real question to ask is why it happened at all. What kind of company sets out to alienate and isolate its best customers the way that PayPal alienated Regretsy?

Practically speaking, it doesn't make any sense for a business to bite the many hands that feed it, but dehumanizing customer deflection practices—which often spur customers to anger, and sometimes even incite an entire mob—still rule the day. Contrary though it is to customer satisfaction, policies of customer deflection, and ...

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