The intent is to improve on-time performance, said Kevin Doeksen, American director of customer planning, in an interview.

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Later, when I was writing an article about customer care, I asked Frank (on Twitter) if I could interview him.

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But to be successful at the McKinsey interview process, candidates must do more than simply answer questions and talk about things like potential customer segmentation and indirect competitors.

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The goal now is "to control the customer experience, to make sure that payment mechanism is secure, " Verizon Wireless CTO David Small said in an interview in March.

CNN: Mark Milian