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April 27, 2012 @ 6:29 pm

A swing and a miss - wait, it’s a home run?

Dr. Michelli shares how Zappos stumbled but emerged strong from the perspective of customer views of service excellence.  His insights draw from his recent book "The Zappos Experience - 5 Principles to Inspire, Engage, and WOW...

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April 18, 2012 @ 5:25 pm

Asking for Complaints? Yes, No, Maybe?

Should you ask your customer for complaints?  Here's Dr. Michelli's advice on that complicated question….

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April 15, 2012 @ 2:06 pm

Doing Right - pays!

Do you believe in business karma?  A recent Nielsen survey validates the notion that "you get what you give."

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