WRITERS
John Tschohl
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CUSTOMER SERVICESERVICE RECOVERY— PREVENTING CUSTOMER LOSS
Too many executives imagine their employees are born with good customer service skills. It’s important to develop a process that will give your employees some latitude to serve the customer, along with clear and specific steps to follow when service breaks down. You’ll need to empower your employees... Read More |
Libby Wagner
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CULTURE COACHDO WHAT YOU CAN DO RIGHT NOW: The next indicated thing
Just about everyone I know has had times when they’ve felt overwhelmed by their commitments, activities, and responsibilities. They feel pulled in so many directions, consumed by their to-do lists, calendars, computers and phones – buzz-buzz, ding-ding. They leave work feeling unfinished and undone... Read More |
Steven Morris
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ON BRANDBUILDING BRAND LOYALTY
Consumers today are increasingly demanding that our brands work with heart to create meaningful differentiation and authentic engagement. The brands that make the effort to know the intimate wants and needs of the customers and speak to them with connected emotional values are able to create an enduring level of brand loyalty that will yield rich dividends. Read More |
Mario Juarez
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BUSINESS MINDSETHOW TO UNLOCK YOUR BEST BUSINESS STORIES
Why do great stories matter to your business? Because they make you human. In a world of wary consumers besieged by carpet-bombing ads and distracted by ever-present AirPods, it’s hard to imagine a more powerful magic than a great story that rings true. A good story, told well, can cut through the noise and... Read More |
TRENDS
Mike Allen
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Bill Bazemore
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Tom Hickman
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Jim Ristrow
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Patrick Maloney
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Joe Higgins
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SERVICE
Ralph Wolfe
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