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  There is something that companies known for their world-class customer service do that other companies don’t. It is what inspires customer retention, it is what reinforces customer loyalty. It isn’t hard to do, but it takes a commitment and awareness by every employee in the company. That “something”, that critical ingredient, is having a […]
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Last week, I was scheduled for my regular 6 month teeth cleaning. I was reminded of this appointment with a call from Barbie, the receptionist, who confirmed the 10:50 a.m. appointment. No appointments are scheduled on the hour or half hour as the practice has found patients are more apt to remember and be on-time […]
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    Last week, I was invited to give a presentation to newly chosen student ambassadors for UCF. The presentation was to include how to dress, how to dine, how to act to best represent the university. These 25 students are carefully selected through applications and interviews for this highly sought after non-paid position. These […]
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When you think of Legos, most people think of “playtime”.   But to Jorgen Vig Knudstorp, the CEO of Lego, it’s a business.  And when he took over the company in 2004, it was a business that needed redirection.  Lego was losing $1 million a day and had overextended itself into categories outside of toy […]
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  It’s almost Thanksgiving, a perfect time to thank your loyal customers. Loyal customers can mean a lot to your business. According to accessdevelopment.com a repeat customer spends 67% more than a new one. And it costs 6 to 7 times more to attract a new customer than to keep the one you’ve got. So […]
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  I had an incredible experience watching the washermen, “dhobis” clean laundry at the Mahalaxmi Dhobi Ghat in Mumbai. My tour guide said this was a way of life, a colony that has been in place since 1890, as the world’s largest open air unmechanized laundry facility. Each washer is responsible for signing up their […]
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  I don’t like to order big items online because it is very difficult for me to determine how the item will look spatially once it is in my home. However, many stores are not carrying the inventory they use to, so in order to get what you really want, sometimes there is no choice […]
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      Mid-January is here. The holiday wrappings are cleaned up, the decorations are down, and everyone is getting all geared up again at work. It’s time to start meeting those strategic initiatives that were identified in 2015 to be indicators of a successful year ahead. As everyone hunkers down and employs tactical approaches […]
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