After a delayed flight and a wrong-way ride on the Metro, I arrived at my hotel too late to participate in the opening evening of the 9th Annual Story Weekend in Washington, D.C. last Thursday. While I was really disappointed, the remaining two days, by a wide margin, made up for that first evening’s mix-up. [...]

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 Setting the Table Author: Danny Meyer I first learned of Danny Meyer and his unique approach to the restaurant business through Bo Burlingham‘s book, Small Giants: Companies That Choose to Be Great Instead of Big.  Bo was in town in June 2006 as part of the LeadersConnect and Michigan Leaders Read program, hosted by one of the other organizations profiled in his book, Ann [...]

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We’ve been hearing a lot over the past several years about the trend toward creating positive and compelling experiences for our customers. With great customer service considered an expected norm these days, proactive organizations are leaping beyond customer satisfaction to build loyalty and longevity, even evangelism, in their customer relationships. They do this by intentionally creating an overall experience that engages customers emotionally [...]

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