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When you analyzed what made them great, did you also analyze what made them worse? Did you find value in looking at 'what not to

When you analyzed what made them great, did you also analyze what made them worse? Did you find value in looking at 'what not to do' and can we learn from the worst as well as the best? - Do you think there may be industry bias? That is, certain types of companies are at the top, where very complex organizations are at the bottom? Do certain industries fare better in designing solid customer service versus other industries

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