The new book is out! Pick it up here!
Last time I wrote about a phenomenon whereby, when an organization stands up an Office of [Your Favorite Thing That’s Oh, So Important!], other parts of the company will have a tendency, instead of embracing the spirit of whatever you’ve decided is so vital to your business, of feeling relieved of having to ever again [...]
I began my corporate career years ago at a brand that briefly became famous (infamous, for sure…so much so that I could probably name names without repercussion…they’ve long since learned the lesson anyway) for hiding the phone number for their Customer Service department. Way back in those pre-Google days, it became almost a cultish rite [...]
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