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Taj Terror Attack: The Case Study In Harvard

Taj terror attack has become a massive psychology case study in Harvard.

On November 26, 2008, one of the most audacious attacks on India’s sovereignty took place. 852 more words

Business Transformation

What makes a Super Host, part two ...

Last week I wrote about the SuperHost program and how it taps into fundamental customer service tools to help businesses improve their NPS scores.

But there’s another fundamental component covered by SuperHost: appreciating the emotional experiences customers go through. 243 more words

WestJet: It's the Little Things

Full admission, this is a love letter to WestJet, for which I have received zero compensation. For the uninitiated, WestJet is one of Canada’s two major airlines. 561 more words

New Business Book Summary Available for On Purpose

Purpose is important to customers and employees alike. In today’s market, three reasons account for the rise of purpose as a defining aspect of marketing and sales: changing consumer values, technological innovations, and a shift in the value base of many developed economies. 181 more words