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Spirit to serve: using stories to create excellent employees
July 26, 2017In a post called “Stories and remarkable service”, published on June 28, I wrote of the extraordinary service I...
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Stories and remarkable service
June 28, 2017June 13th, on my flight from Buenos Aires to Lima, I was reading a study I had saved from...
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Maybe leadership and culture do matter
November 3, 2016Toward the end of our previous post, we cited a research project commissioned by Money magazine for its gala 30th anniversary...
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Taking a stand for customer service: “United Breaks Guitars”
September 9, 2016In 2009 and 2010, when I was spending much of my time researching and writing the book The New Marketing:...