Walmart completely goofs a user-driven change in strategy: #
Put another way, Walmart based this incredibly expensive misadventure on what customers said, rather than what they did. And the customer experience is all about what customers do. In real life. No hypotheticals. Walmart acted without considering the customer experience, and that was a big mistake #Ouch. Mark Hurst has a good take on this, and he also links to a more detailed post by Phil Terry here. #
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