How a Free Burrito Turned into A $55 Parking Ticket and a Great Customer Experience

It’s hard trying to keep up in the Age of Acceleration.  Everything is sped up.  Everything is enhanced.  Everything is scaled up.  And while it’s probably not the case that everything has accelerated (but I still can’t think of anything that hasn’t),  one thing that has definitely sped up, enhanced and scaled up is customer activities, behaviors and – most importantly – their expectations.

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