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The Problem with Open Innovation
“There is no innovation and creativity without failure. Period.” – Brene Brown, researcher, best-selling author My...
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Day 1 Amazon Thinking
The essence of Day 1 Amazon Thinking – described in Bezos’ 2017 shareholder letter –...
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Your Customer Service Experience Depends on the Little Things
“Fun is good.” – Dr. Seuss An experience after a recent boat cruise got me...
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Happy Handover Process
“The most empowering condition of all is when the entire organization is aligned with its...
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Delivering Customer Delight
“Don’t forget, a person’s greatest emotional need is to feel appreciated.” – H. Jackson Brown Jr., author...
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Consumer Experience – The Good to Phenomenal Impact
“To create something exceptional, your mindset must be relentlessly focused on the smallest detail.” – Giorgio...
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Never Forget Who’s the Boss – The Customer
“There is only one boss. The customer. And he can fire everybody in the company from...
