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Customers Rule or Do They? Why Your Vet Thinks You’re Fine Waiting in Your Car in the Rain (And What That Reveals About Customer Focus)
My wife spent $200, got soaked, and barely spoke to anyone about our dog's health. The vet clinic thought they were being efficient. They were actually being terrible. "People will forget what you said, people will forget what you did, but people will never forget how...
Culture Shock: Is Your Culture Intentional or Accidental? (Spoiler: It’s Probably Accidental)
You're swimming in culture right now. You just can't see it. And if you can't see it, you definitely can't control it. "Culture eats strategy for breakfast." Peter Drucker (who understood that all the brilliant plans in the world mean nothing if your culture sucks)...
Breaking Down Silos: Why Your Departments Are Fighting Like Medieval Italian City-States (And It’s Your Fault)
Sales thinks operations is blocking revenue. Operations thinks sales makes impossible promises. Meanwhile, your customers are caught in the crossfire. Sound familiar? "The single biggest problem in communication is the illusion that it has taken place." George Bernard...