Companies have dimmer switches. They're mounted in their customer service departments, in the factory's, within Brand Groups, etc. We know it...we've experienced it. Those dimmers make everything go lower and, usually around a CEO visit- higher.
The dimmer switches are the "policies" that fail to allow a Customer Service Rep to be empowered to do the right thing for a consumer (lowering the consumer experience). It's those dimmer switches that pull the light from the brand groups not allowing them to see the consumer and her real struggles. Why those dimmer switches are even installed in the budget room once a year as to limit the scope of those feet-to-the-floor types that keep the engine humming. Yep, dimmer switches. Designed to save corporate energy.
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