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All I wanted was a box of chicken nuggets, instead it cost them $1,890

It was my daughter's birthday party and there were 10 rambunctious pre-teens over for dinner and a sleep over. The menu that night, pizza and chicken nuggets from a major pizza chain. That night, instead of ordering through the call centre, I chose …

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Why culture is the cheapest thing to change in your organization (to be customer focused)

  What is the culture you want in your organization? Do you want a customer centric culture where everything you do is focused on them? Perhaps one focused on numbers like revenue is more your objective? Imagine that no matter …

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