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Tagged with 'Michael Kesterton'

Thoughts That Make You Go Hmmm on…A New Year

“We spend January 1st walking through our lives, room by room, drawing up a list of work to be done, cracks to be patched. Maybe this year, to balance the list, we ought to walk through the rooms of our lives…not looking for flaws, but for potential.” – Ellen Goodman, American journalist and Pulitzer Prize-winning […]

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Thoughts That Make You Go Hmmm on…Understanding Customer Perceptions of Value

We often hear the axiom that "perception is reality." When it comes to assessing the service/quality levels delivered by our teams/organizations just who’s perception of reality are we using? Reinforcing this month’s four-part series of blog posts on The Three Rings of Perceived Value, here are key perspectives on using our customer perceptions of their […]

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