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Where everybody knows your name

Where everybody knows your name

If you grew up in the 1980s like I did, you’re probably singing along to the theme of Cheers, one of the most popular TV series of all time. Cheers’ theme song pretty much laid out what the show was all about. Cheers was a Boston-based bar that had such intimate...
What’s your client experience strategy?

What’s your client experience strategy?

A few weeks ago I visited my local Lululemon store and picked up a pair of jogging pants. As I brought them to the register, one of the associates intercepted me to ask if I’d like to have them hemmed for free. That caught me by surprise. Most stores would intercept a...