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Chapter 10. Individuals: Are You a Ford ... > Treat Me as an Individual!

Treat Me as an Individual!

Amazon.com knows what books I like, L.L. Bean's Web site knows my clothing sizes and preferences, Neiman-Marcus calls me when my favorite designer's clothing is going on sale, and the art gallery in San Francisco sends me an email when an artist they know I like or think I might like is going to be in their new show, so how come my boss doesn't know anything about me?”

Customizing the customer's experience became a mantra of the Web age. Ferraris are very likely to make customizing the employee's experience of equal importance.


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