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Not Too Big To Fail

As a “Radical Do-It-Yourselfer” (R-DIY) I’ve been a regular same-store Orchard Supply Hardware customer for 16 years. In all but a handful of visits I’ve shopped at OSH because it’s about half as far...

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The Real Ryanair, Please Stand Up

Mike and the Customer is a very good blog about how to improve things for the customer. One of Mike Bird’s recent posts caught my eye: Ryanair: kings of the customer experience. I prepared the...

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My Purpose Here

On one side of the coin it reads, “How do I help my workers achieve?” On the other side, “How do I make a contribution in this job?” These are the two sides of the same coin of managing people....

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The Same, But Different

I am pleased to introduce you to Mike Bird from mikeandthecustomer.com. This guest post from Mike is a must-read for anyone interested in customer service–especially how it translates across cultures....

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