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In this discussion, the complexities and importance of addressing the "messy middle" in customer experience are discussed. It highlights the need to understand Johnson Tiles faces challenges with business-to-business debt collection. Customers delay payments for various reasons including cash flow issues, entitlement mentality, and lack of communication. Andy argues that business and personal debt share similarities due to human behavior. He stresses the importance of knowing your customers, open communication, and finding solutions together rather than harsh legal action.
Key Points
Business to business debt and personal debt share similarities due to human behaviors and biases.
Customers delay payments for reasons like cash flow issues, entitlement mentality, and lack of communication.
Communication is important to understand customers' situations and find solutions together.
Harsh legal action should be avoided unless nec...
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