This topic is arguably more important today than ever before…as every customer relationship is so important! Author and CEO, Shawn Moon, joins Patrick in the ‘lab’ to discuss customer loyalty – what it is, why it matters, and what leaders can do to create a culture that generates loyal customers.  Learn more about Shawn’s work…

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Compared to regular season play, the NFL pre-season is typically filled with far less drama and intrigue. Of course, there are always exceptions to the rules and on August 24, 2019, the Indianapolis Colts’ quarterback, Andrew Luck, was the catalyst for an exception. Luck decided to bring his football career to an end. His decision,…

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We are seeing unprecedented changes in how people and organizations accomplish work in the gig economy. In many ways, what is old is new again as people are bucking a century old practice of taking a full-time job at a a big company and embracing new relationships. Contract part-time, and short-term agreements are the rage…

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Here are four customer centric questions that you and your team should work to answer. Patrick LeddinPatrick Leddin, PhD is a sought after writer, speaker, and global leadership consultant. Patrick is an Associate Professor at Vanderbilt University with a thriving leadership blog and podcast, and 25-years of leadership experience. He offers an unparalleled mix of…

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The overhead bins were nearly full, but it appeared that all of the carryon luggage would find a secure home. The last few passengers were settling into their seats, when the plane’s captain emerged from the cockpit and to make an announcement. He introduced himself as Captain Tim and welcomed everyone aboard for what he…

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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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