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Recently, I was asked to attend a meeting that was held in a gated neighborhood community. As I drove up to the guard gate, a woman peered out of the window of the kiosk and with a big smile on her face greeted me with a big Hello. She commented on how much she liked […]

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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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