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A Smart Lesson from a Dead Company

They say dead men tell no tales. But dead companies do. And not all those tales are cautionary. At first glance, you might not think much of the old Montgomery Ward headquarters building in Chicago. But its design holds a powerful lesson. And not just for architects — for anybody. Why are the corners blocked […]

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Five Stupid Customer Service Tricks

Far too many companies couldn’t make the customer service experience more aggravating if they tried. It makes you wonder if they actually are trying. Here are a few of my biggest customer service peeves. They may be small, but it’s the little daily aggravations that tend to add up to life’s major frustrations. And so […]

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