Leadership was once about hard skills, such as planning, finance and business analysis. When command and control ruled the corporate world, the leaders were heroic rationalists who moved people around like pawns and fought like stags. When they spoke, the company employees jumped. Now, if the gurus and experts are right, leadership is increasingly concerned […]
Customer Experience Management – Sustaining Symbiotic Value
Client loyalty can eventually span a lifetime, but to make it more attainable, we should take it one step at a time. Whatever situation we’re in, good or bad, we must ask ourselves what we refer to as the Loyalty Question: “What am I doing right now that will make the customer come back the […]
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