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1 " Customer Romance does not just happen; neither is it dependent on just providing product or service for customers, nor is it a puzzling set of practices. Rather, it occurs as a result of a deliberate, thoughtful plan of action. Companies that are known to provide the best customer experiences have philosophies that guide them to take actions their competitors do not even dream of. "
2 " Good spectator sports share certain fundamentals. Their competitors battle head-to-head. Their winners are determined objectively: fastest runner, most points. They are refereed, not judged. "
