The "customer strategy" era is going to skyrocket turnover

The yin and yang of chasing the newest shiny penny.

Big topic in business circles today: customer strategy.

Sure, you can call it customer experience or design thinking or whatever else. (Just don't call it customer service; that's different.)

Forbes probably publishes 12-14 articles/day now about customer strategy, most of which could probably be printed on toilet paper to the same effect. I digress. Many…