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The Knowledge Climb
The Consultant and the Owl
The Starting Line We all know the moment. The owl takes the pop. Counts: “One. Two. Three…” and crunch. The original Tootsie Pop...
Aug 15
The Crunch Culture: Why So Many Organizations Bite Before They Understand
The Starting Line You might remember the old Tootsie Pop commercial https://youtu.be/O6rHeD5x2tI?si=Ugr9U47UjuYe_YN1). A curious kid asks...
Aug 15
A Sense of Urgency
John Kotter’s A Sense of Urgency is a crisp, no-nonsense guide to catalyzing real change by tackling the hidden enemy of complacency....
Jul 22
Orbiting The Giant Hairball
Gordon MacKenzie’s Orbiting the Giant Hairball is a fun, thought-provoking look at creativity in the workplace. Drawing on his decades at...
May 23
Tiny Habits - The Small Changes That Change Everything
In Tiny Habits, BJ Fogg presents a compelling approach to achieving lasting behavior change through small, easily achievable actions....
May 23
Running CX Like a Business: The Case for Capability-Driven Success
Introduction Delivering exceptional customer experiences requires more than just great service. It demands a structured approach to how...
May 22
The Best Service is No Service
It has been nearly two decades since Bill Price and David Jaffe published The Best Service is No Service, yet its core message remains...
May 22
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