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Last week, I was invited to play pickleball in a private gated neighborhood community. As I drove up to the guard gate, the window to the kiosk was closed shut. Since there was a barrier gate in front of my car, I couldn’t move forward, so I sat there. A couple minutes later, the window […]

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There is a revitalization occurring as we begin 2021 and organizations are looking not only to revive their businesses, but to create a rebirth or a new beginning. One of the ways this is happening is through organizing the whole business around the delivery of exceptional customer experiences. It is called the Business of Experience […]

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It’s tough to stand out among your competition when you are an online company. But that’s exactly what Chewy, an online pet store company, has accomplished with the use of the personal touch. The first time I ordered from Chewy for my chocolate Lab named Doak, the phone agent immediately turned the conversation into a personal […]

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