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Can You Hear Negative Feedback?

Last week, while cleaning out my file cabinet, I came across 20 years of my work performance reviews. From the early days of Forrester Research to my last role before Ceatro Group at PRTM (now PwC Advisory) and a few in between, there, in black and white, were all my...

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Simplify Your Customer Experience

Do your customers love what you sell but don't love doing business with you? Are you losing customers even though product satisfaction is high? You aren't alone. Many organizations focus their design, development, and management efforts on what they consider "the...

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Make Eye Contact Every Time – Even Virtually

Eye contact. It's a big deal. It makes us feel like we are connecting with the other person. It makes use feel like the other person sees us as human and cares what we are saying. (They may not but at least if feels that way.)  Eye contact is personal, welcoming, and...

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Grocery Shopping With My Father

My father's approach to life can be summed up as a nice blend of fun and pragmatic and our father-daughter bonding time is no different: go to lunch, check the oil and windshield wiper fluid in my car, and run a few errands. Recently my father and I went grocery...

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