5
Aug

Do you ever wonder why you never heard back from that prospect after you spent time sharing your proposal? After all, you talked on the phone with them for 30 minutes, sharing your vision of how you can help them with their business. You spent time thinking about their business and what you have to […]

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13
Jul

When was the last time you had truly excellent service?  Can you remember it?  Does it happen often?  I’m wondering if truly excellent service is a thing of the past and that maybe we are just content to spend our money on mediocre service.  The only place where I have talked about truly excellent service […]

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24
Jun

When we talk about trust, we share the four ways that trust is built: when we are reliable, open & honest, competent and compassionate. We call this the ROCC of Trust (to make it easy to remember). It is easy to evaluate reliability. We can see if someone follows through or remember if they called […]

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16
Mar

I am currently studying the internal communication practices of a global company to be able to share its best practices in how to build morale in a global workforce. After reading this article, I think I know who to send my report to: the CEO of XM Gravity in Jakarta who is now using an […]

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8
Mar

This is not my question (although I have been thinking about this for awhile). Someone wrote about Oprah’s branding failure this week and it reminded me why I cancelled my subscription to her magazine several years ago. This author suggested that Oprah’s branding failure resulted from 1) forgetting her core value 2) taking away what […]

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28
Feb

As an academic and professional, there are definitely times that I get more work done from home (even before 8 a.m.) than I do at the office. This is one of the reasons that I don’t miss my corporate job–it was both thrilling yet depressing to work 70 hours a week in my tiny office […]

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3
Jul

I’ve been a customer of Massage Envy for years.  Here’s my review on Yelp, and we’ll see if their staff notices that, or my responses to their latest customer survey. Aneil Hi Neil, Thank you for your recent visit to Massage Envy at Eastgate. We appreciate the opportunity to help you with your relaxation and […]

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27
Jun

As we were traveling to Michigan last week by car, our AT&T Telenav service became unavailable on all three of our iPhones that use it.  Even though we realized that it couldn’t be the phones themselves that were the problem, and it had to to do with Telenav, it took quite some time for that […]

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24
May

I use iTunes for buying almost all of my music (the rest I get from CD Baby, and once in a while, Amazon).  It’s great to have it everywhere I listen to my music, most recently on our Apple TV device which is great way to listen to music while watching all the great photos […]

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22
May

I’m a huge fan of LinkedIn.com, as it allows me to easily keep current on my network as well as easily update my own profile information and activities on behalf of my clients and audiences.  Recently, someone in my network contacted me and asked me whether I was still affiliated with an old institution.  I […]

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