Typically, direct contact with customers is delegated to the lowest in rank in the company. Front desk employees. Customer service agents. But why would you? How can you delegate the most important thing, building a relationship with your customers, to people who are too often (management’s fault, not theirs) underpaid, under-experienced, under-involved and not empowered? […]


Making a ‘funny movie’ when your CEO is leaving is wrong in so many ways. You can imagine how some old, disconnected guy with no camera skills whatsoever is forced to say scripted ‘funny’ stuff, while some randomly selected and extremely nervous employees utter some random Engrish words to support some feel-good ending. Finally, one […]

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