@vaurora

Thanks so much for mentioning this book. Going to have to get a copy.

It sounds like it might help explain the rise of two things: a) customer failure instead of success, and b) systemic customer avoidance by more and more companies, empowered, I believe, by a growing lack of accountability by management. We also see this with the attitude certain politicians and billionaires exhibit of being above the law—and, I’d argue, above accountability.