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The statistician W. Edwards Deming once said, “In God we trust; all others must bring data.” When I begin a project, the first thing I

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I’m listening…

Years ago, I sat next to an executive on a flight home to Denver. When he learned that I worked for Marriott, he mentioned that

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Obstacles

The statistician W. Edwards Deming once said, “In God we trust; all others must bring data.” When I begin a project, the first thing I

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Your opinion matters

Is it me or do you find that merchants are constantly asking you to “take five minutes” and “tell us how we’re doing” by responding

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Pale ale for sale?

Earlier this year I stayed in a New York City hotel where I was scheduled to deliver a presentation on customer service. Shortly before my

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