Off the Shelf: The Secret Thoughts of Successful Women

Earlier this year I met with a group of women who met to discuss where to take their careers next. The group specifically targeted women who had reached a certain age and were already successful in their careers. At the first meeting, I listened to the other women introduce themselves and thought, “These women are …

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Why Retail Customer Service is So Blah

I’ve seen a lot of articles lately about how retail customer service needs to step up its game to compete with online retailers. One of my friends – someone who excels at building teams who deliver outstanding customer interactions – replied to one, “Why do we experience so little good customer service, let alone great …

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