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Customer Innovation

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How to Create a Common Categorization Framework for Your Unstructured Customer Feedback

Tony Manero is the president of the burgeoning vintage clothing store Disco Inferno. What started off as a passionate hobby blossomed into a national chain of …

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A Recipe for CX Success: It’s About Authenticity, Not Perfection

As a child I always marveled at my mother’s recipe box (handed down from her mother). It is an overstuffed box that is an amalgam …

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My beef with boards

I am a burger lover from way back. Not the global-fast-food-chain type of burger but full, messy fish-and-chip-shop burgers. Long sun-kissed days on the beaches …

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Leadership

Tell your story and change your team’s performance

“Ironically, teams succeed because they are exceedingly human. By acknowledging the imperfections of their humanity, members of functional teams overcome the natural tendencies that make …

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5 things I wish I’d known before becoming a leader

In a coaching session a client they asked me, “what were the main things I wish I’d known that would have helped me become a …

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Leadership

6 Things People Want From A Leader

If you ask five people what leadership is, you will probably get six different answers. Everyone seems to have a different view. Some of which …

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Entrepreneurial Thinking

Tell your story and change your team’s performance

“Ironically, teams succeed because they are exceedingly human. By acknowledging the imperfections of their humanity, members of functional teams overcome the natural tendencies that make …

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How an entrepreneur grew his business from $168 to $168M

I was a little depressed after a colleague told me about a CEO that had fired several people because they used an outdated procedure. Unfortunately, …

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5 lessons from climbing a mountain

Two weeks ago I climbed Mount Snowdon to raise funds for a local school. At 1,085m it’s the highest mountain in England and Wales. It’s …

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