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Will Your Team Miss You When You’re Gone?
June 24, 2025
Will Your Team Miss You When You’re Gone?
The Illusion of Automation
June 10, 2025
The Cracks Leaders cant See Until It’s Too Late
Sweat More in Training, Bleed Less in Service
May 27, 2025
The Cracks Leaders cant See Until It’s Too Late
Service is a Frequency – But You Have to Make Time to Tune In
May 12, 2025
The Cracks Leaders cant See Until It’s Too Late
GenX: Create, Don’t Complain
April 15, 2025
The Cracks Leaders cant See Until It’s Too Late
A Better Service Story
April 1, 2025
The Cracks Leaders cant See Until It’s Too Late
Leadership drives your NPS
March 18, 2025
Moving through a busy airport last week, I ran into the CEO of Melbourne airport, Lorie Argus. She had just…
Seeing 20/20, Service 0/10
March 12, 2025
Dear Friends, Last week, I bought a brand new pair of reading glasses much needed, let me tell you. Three…
The Cracks Leaders cant See Until It’s Too Late
February 10, 2025
The Cracks Leaders cant See Until It’s Too Late
The Blind Spots You Don’t See Until You Do
January 28, 2025
Over the holidays, my mum came to visit. She lives in another state, so while we talk often, we don’t…
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