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Show Your Customers How Hard You’re Working for Them

https://hbr.org/2019/03/operational-transparency

“Conventional wisdom holds that the more contact an operation has with its customers, the less efficiently it will run. But when customers are partitioned away from the operation, they are less likely to fully understand and appreciate the work going on behind the scenes, causing them to place a lower value on the...” (the page’s own description)

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