Entropy describes the process of things falling into disorder if left without care and attention, like weeds growing in a garden. A lot of companies are about to experience Entropy in their customer experience efforts. But you don't have to be one of them.

1) Pay attention to the parts of your experience that you want your customers to roget

2) Keep close tabs on your Signature Moments

3) Look for signs of neglect in your competitors that you can exploit

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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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