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January 2012

How to Win (or Lose) Customer Trust

A recent shopping experience reminded me how important it is to earn the trust of your customers and how easy it is to lose it when you don’t pay attention to all three aspects of trust building.Here’s what happened.On Sunday, I was ecstatic.After a frustrating day shopping at virtually every appliance store in my hometown, …
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How to Get Where You Want to Go

Like many of us, my son John is a busy man.He’s in graduate school and has big dreams about where he wants to go and what he wants to do.Achieving those goals means a lot of sacrifice and discipline now—hard courses, much research, publishing and presenting papers.There’s a lot riding on how he does now …
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