Not an actual post, since today is Sunday, but something you absolutely must watch:
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When Slippage is Bad
Slippage is the practice of offering something - a discount coupon, a voucher for future service, a cup of coffee, etc. - knowing that a lar...
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Errors happen, and one complaint screams louder than thirty compliments. To turn a negative into a positive: An angry Customer wants to kno...
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By now in your career you've probably been employed by, hired, partnered with, or competed against a company that was bought out by anot...
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One of the biggest and most destructive mistakes that any manager can make is to let an employee think of any Customer as 'theirs'. ...
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