A few months ago, I attended a key note by Marshall Eizenga where he explained that each of us holds value statements or value definitions in our minds. These value statements define how we think, act, react, and respond to the events around us. As such, value statements have a profound impact on our success […]

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As technology advances and more and more products and services become commoditized, the only thing that separates one business from another is the customer experience. Poor customer experience can easily destroy a business . . . If you don’t believe this, just ask United or American Airlines. One ugly incident can destroy the customer loyalty […]

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“We live in the crucible between the promise of who we can become and the reality of who we’ve been.” Erwin McManus I love this quote from McManus taken from his book The Artisan Soul: Crafting Your Life into a Work of Art What McManus is saying is that in order to get from “who […]

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