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Should Customers or Employees Come First? 

Should Customers or Employees Come First? 

Last weekend, my kids and I hopped into the car to pick up dinner. We were looking forward to visiting our favorite local spot, and hadn’t had the time to get there over the past few weeks. But when we pulled up to the storefront, the sign on the door noted that the...
What Spotify Can Teach Us About Proximity

What Spotify Can Teach Us About Proximity

In 2006, a pair of Swedish entrepreneurs banded together to fight an ongoing problem: Piracy in the music industry was costing artists, retailers, and record companies billions of dollars in lost sales. Customers who had previously gone to CD or record stores to...
The Core Concept That is Delighting Customers

The Core Concept That is Delighting Customers

Most evenings, when I’m not traveling, I make time to get in at least half an hour on my Peloton bike. It helps to wind down at the end of the day. I’ll turn on a show (lately I’ve been slowly savoring this season’s episodes of The Handmaid’s Tale and waiting in...