What We Read This Week, Black Friday 2014 Edition:

Slimmer selection than usual this week, still some worthwhile readings:

Why customer pain can be good for business – The author suggests a different way of thinking about pursuing excellence in service interactions (My Customer)

Are You Deliberate with Your Customer Strategy or Just Taking a Chance? – looks at building a customer experience culture within the company and the questions to ask in order to make it happen (My Customer)

IBM Works To Bring Engaging Consumer Experiences To B2B Organizations – From my former employers at Big Blue, dynamic customer experiences are now possible in B2B environments (Todd Turbo)

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