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Nuance is never obvious

Last week, I read perhaps the best article that has come across my screen in 2016 on the topic of customer service: The Secret Lives of Hotel Doormen by Noam Scheiber. For me, it clarified the distinction between ordinary and extraordinary customer service. While reading the article—although it doesn’t appear

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Nordstrom is on the “Knotty” List

My local Nordstrom recently sponsored a Kids Shoe Tying Class where children worked one-on-one with a shoe department associate to learn the “secret trick” to tying a shoe. Afterward, children received a “Real Knotty Behavior” certificate and a balloon to recognize their newly acquired skill. This event illustrates seven simple

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Does your customer feel like a guest or a nuisance?

Many companies use terms like “guest” and “partner” to convey the intimacy they have with their customers but the reality is that most employees, when given the opportunity, do not behave as though they are serving a valued guest. If you’d like to test this assertion, simply show up at

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That little extra…

I’ll skip the introductory paragraph about how bad the economy is and how smart business people are constantly looking for new and innovative ways to offer more value to their customers because—assuming you haven’t been riffed and the lights are still on—you already know this. The point of this post

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The Revelation Conversation

The Revelation Conversation is Here!