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Customer Complaints to Raving Fans

Complaints are one of the most challenging forms of customer communication, and yet they are often the most important. Complaints often deliver essential information on how to build your business AND an opportunity to turn a customer into a Raving Fan! But most...

Make the Competition Irrelevant

Book Review: Blue Ocean Strategy by W. Chan Kim and Renee Mauborgne “Blue Ocean Strategy is the simultaneous pursuit of differentiation and low cost” The idea behind Blue Ocean Strategy is that most businesses operate in a Red Ocean – red from bleeding from the...

Break Through the Blocks to Success

Book Review: The War of Art by Steven Pressfield Steven Pressfield is the author of international bestsellers The Legend of Bagger Vance, Gates of Fire, Tides of War and Last of the Amazons. Given his success you would expect that writing comes easy to Steven. In the...