Delta blew me away last week! Weather delayed my flight into Atlanta—trying to connect to S. FLA. I won’t run through the airport so I figured I’d miss my connection. When I got to the gate, the door was shut. That is a bad sign since they NEVER open the door once it’s closed. The…

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How would you characterize the relationship you have with your customers? Good. Bad. Average. Let me suggest a different continuum. On the left side is Vendor (someone from whom they buy a service or product). To the right of that is Partner (someone with whom they share outcomes—what is good for one is good for…

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