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Early warnings of a fading competitive advantage
May 17, 2023
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As the world begins to open up and I’m back on the speaking circuit, a question I get asked again and again is how one can tell when a once-robust competitive advantage is starting to show its age. Here’s how you can diagnose it.
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A Heartwarming Customer Service Story
Jan 24, 2023
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The state of customer service across most of the economy is dreadful. A recent delightful experience at Patagonia proves that it doesn’t have to be that way.
The sad world of customer service
As I have written about elsewhere, the more automation we introduce into the customer service...
