This past weekend, I picked up a ”Who I Am” and ”Why I Am Here” story that just I couldn’t put down. The title, Make the Impossible Possible (2007) first caught my eye. It’s the story of Bill Strickland and his organization, Manchester Bidwell, a jobs training and community arts program located in one of the poorest neighborhoods in Pittsburgh. Having been deeply inspired as a high school [...]

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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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