{"version":"1.2.0","chapters":[{"startTime":0,"endTime":45,"title":"Introduction "},{"startTime":45,"endTime":167,"title":"The Flawed Mindset of 'The Customer is Always Right'"},{"startTime":167,"endTime":219,"title":"Managing Customer Expectations with Realistic Properties"},{"startTime":219,"endTime":336,"title":"Learning from Industry Leaders: Apple's Approach"},{"startTime":336,"endTime":513,"title":"The Importance of Under-Promising and Over-Delivering"},{"startTime":513,"endTime":606,"title":"Customer Satisfaction Metrics and Their Impact"},{"startTime":606,"endTime":1070,"title":"The Cost of Rework and Fixing Time"},{"startTime":1070,"endTime":1098.71,"title":"Conclusion"}]}