WHICH CAME FIRST, THE HAPPY EGG OR THE SUCCESSFUL CHICKEN?
In 2006, New Age self-help guru Rhonda Byrne published her international best-seller, The Secret. The thesis of that landmark book…
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HORRIBLE BOSSES, LOVABLE LEADERS, AND OTHERS
I once had a barbarian for a boss. He hovered
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“WOW-MANSHIP,” THE ART OF DAZZLING YOUR CUSTOMER
WOW! I was floored. After more than 20 years as a loyal AVIS Rent-a-car patron, I was transformed into a Hertz customer in…
Read MoreEYE DON’T THINK I CONTACT IS ALWAYS EYE-DEAL
KNOW WHEN TO BREAK THE RULES OF CUSTOMER SERVICE As a rule, you should always greet your customers with a smile,…
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THE 8 STAGES OF AN ORGANIZATION (& HOW TO STOP AT #5!)
Every philanthropic organization (and many companies, too) tends to trace a predictable arc from its birth through its apex to its eventual obsolescence ..
Read MoreDELIVERING SERVICE THAT MESMERIZES
Positively Magical Service! (Part II) By Billy Riggs An entire industry thrives around delivering customer satisfaction….
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