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    I recently heard a technology presentation from a young but experienced CEO of a big ‘clicks and mortar’ organization. He told the large audience confidently, ‘Beta means never having to say you’re sorry.’

    ‘That’s right,’ I thought to myself. ‘When launching the beta test of a new web-enabled process, customers must understand it’s only a pilot run and should be forgiving if things mess up or don’t work out as planned.’

    I was totally wrong about his point of view.

    In direct contrast to my thinking

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    organization. He told the large audience confidently, ‘Beta means never having to say you’re sorry.’

    ‘That’s right,’ I thought to myself. ‘When launching the beta test of a new web-enabled process, customers must understand it’s only a pilot run and should be forgiving if things mess up or don’t work out as planned.’

    I was totally wrong about his point of view.

    In direct contrast to my thinking

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    ‘That’s right,’ I thought to myself. ‘When launching the beta test of a new web-enabled process, customers must understand it’s only a pilot run and should be forgiving if things mess up or don’t work out as planned.’

    I was totally wrong about his point of view.

    In direct contrast to my thinking

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    tomers must understand it’s only a pilot run and should be forgiving if things mess up or don’t work out as planned.’

    I was totally wrong about his point of view.

    In direct contrast to my thinking

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    as planned.’

    I was totally wrong about his point of view.

    In direct contrast to my thinking, this e-commerce veteran explained that new web-based interactions often do not work properly during a beta test.

    However, from the customer’s point of view, he insisted, your pilot run must be successful enough to avoid creating negative customer perceptions or the need to apologize after the fact.

    The cost and consequences of doing it badly are customer skepticism, hesitation and negative word-of-m

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