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Our Thinking
Discover the latest articles from our leaders.
Want to be in the Customer Service Hall of Fame? Do the Little Things
Let me tell you about Ayla Azad, a chiropractor practicing in Ajax, Ontario. She should be in the Customer Service Hall of Fame. But before we get to why she should be in the Customer Service Hall of Fame, we have to go back to Ayla having a bad day. It was wet and...
An Important Phase of Change Management No One Told Us About
It came as a bit of a shock. I was part of a team working on a new packaging concept called ‘minimal bottle’. The idea was to develop a solution that would reduce packaging across a range of laundry and cleaning products to be more environmentally friendly, and reduce...
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