Who owns the customer experience

I have been a regular and very loyal customer of Flipkart. They have a neat UI, collection is great, prices are good and they manage deliveries very well. While shopping for books last week I was shown a recommendation for “The Chariots of the Gods” a book whose introduction/teaser looked exciting. Needless to say I added it to my shopping cart (proof that recommendation engines are maturing fast). I got my consignment of books right on time, neatly packed with bookmarks etc. I finished the first book and then it happened. When I opened this book – The Chariots of

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