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A massive disconnect exists today between consumers and providers. As consumers, we have a greater selection of higher quality goods and services to choose from and can obtain these items from a growing number of sources. Computers, cars and even big-box retail sites promise to solve our every need. So why aren't consumers any happier? Because our experience of obtaining and using these items is more frustrating than ever. At the same time, companies are finding themselves with declining customer loyalty, greater challenges in fulfilling orders, and a general sense of dissatisfaction in connecting with their customers.
