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27Sep
Your Values Might Be Baloney
Why did you fire John? Why did you switch providers? Why did you hire Jill? Why did you reduce the marketing budget? Why did you…
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17May
Stop Smacking Your Customers in the Face
I was in a meeting recently when someone who was quiet for most of the discussion perked up and said: “Our customers don’t want to…
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02Jun
Of All the Lousy Ways to Save a Buck
Mistakes, blunders, and customer-related issues are bound to happen. Most of us have employees and they’re expected to do things by the book, but what…
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10Feb
Customer Service 101: Don’t Call Your Customers A**holes!
Mary Bauer from Illinois is a super bitch. Do you know her? At least, that’s according to someone at Comcast who decided to change her…
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03Jul
Really Bad PR – JetBlue
A few weeks ago JetBlue made headlines when they allowed a three-year-old toddler to pee herself on the tarmac. When this story broke, I was…
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