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Mind Push-Ups

Multi-vari analysis, statistical process control, Chi square, Type I errors…….Phew! Over the last two months I’ve been studying to take the Six Sigma Green Belt Certification exam (CSSGB). If you’re not sure what six sigma is, go to http://bit.ly/YZ2Wt3 to learn about it ;) The purpose of this post is not to teach you about six sigma, though.

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Customer Retention Starts Now!

Customer retention is widely known as that desperate, last ditch effort to save an unsatisfied customer from taking their business elsewhere. This is reality folks. We work so damn hard to find new customers day in a day out, and it’s only in those final moments that we realize the importance of the customers that

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Surprise and Delight the Starbucks Way

Mocha-frappa-latte-whatever. We don’t go to Starbucks for the $6 cups of coffee. We go because they are so good at creating an enjoyable, creative, and memorable customer experience. And they are so damn consistent. Want to know how they do it? You’re in luck. Joseph Michelli reveals the coffee kings fundamental principles in the book

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Think….Then Speak.

We are all blabber mouths. 98% of people like to hear themselves talk, so they do a lot of it (fake statistic for entertainment purposes). Too often, however, we talk too soon. We are all prone to knee-jerk reactions that make us blurt stuff out that might not be as precise or effective as we

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Sell a Brighter Future, Not Features

I don’t buy clothes, I buy style and sense of enhanced self image. I don’t buy a car, I buy safety and financial balance. I don’t buy books, and buy value in my future and a bigger paycheck. Confused? You shouldn’t be. While you may walk away from a store with a physical product in

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