Where is Your Attention Focused?

When I was at university in Toronto, I found out that riding a bike in a city with streetcars presents a very special challenge. I’m riding along and, for the first time, come to a street with tracks; they’re embedded in the road, just a little metal channel… the perfect size to cause big problems […]

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Celebrating Employees to Create the Customer Experience

Working with an amazing org on bringing emotional intelligence more fully into their culture in order to create a better customer experience. They offer a mission-critical, expensive, serious service and they have long-term customers: Relationship is lifeblood for this business.  They want customers to have a fabulous experience, even when there are issues.  We know that […]

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