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Know thy customer

I recently received a review copy of The American Retail Value Proposition: Crafting Unique Experiences At Compelling Prices by Kyle B. Murray. Among other gems,

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Outliers are interesting

A blog reader recently shared this story: My family recently moved, but our kitchen was not completely finished. Making meals was difficult so we ordered

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Insider information

Last Wednesday, I learned that a friend of mine was traveling from California to Marriott’s Marco Island Florida Resort & Spa to attend a coaching

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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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