Listening

Better Than Normal | The Listening New Days

This is the fifth installment in a series titled “Better Than Normal – Designing Transformative Experiences,” which will provide tools to help you position your employee and customer experience for relevance in a COVID-19 and post-COVID-19 world. For me, the “old normal” world of business was too often like going to a chamber of commerce or…

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Listen – All Business is Personal

In most of my books (including two to be released later this year about Zappos and UCLA) I find myself touching on a theme that sounds something like “all business is personal.” I think I am attracted to this message because well-intentioned business leaders can get drawn into tasks, products, and profits and lose sight…

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The Starbucks Experience: Leadership Tips eBook
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Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
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How to Win Every Customer, Every Time, No Excuses! Article
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