There’s a dangerous discussion taking place in many organizations. I invite you to consider whether or not you are participating in this costly conversation. It goes something like this… You & your teammates are discussing your company’s products or services. You collectively consider your offerings to be inherently brilliant, yet sales are missing the mark.…

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I bought a cup of coffee from a small food truck (more of a cart) one day. As I sat enjoying the brew, I snapped the photo of the tidy vehicle with a friendly proprietor offering a tasty treat. It got me thinking about other less enjoyable customer service experiences I’ve encountered. You are likely…

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