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Take a look at these mottos: It’s the real thing. Just Do It. Have it your way. Betcha can’t eat just one. Breakfast of champions. Do you know the companies?  The answers are at the bottom of this tip. So why am I asking you about mottos?  And why do almost all of them make […]

Years ago, we worked with the Orlando Magic in the NBA, and they needed more consistency in their customer service – they needed a standard of engagement with the fans and their account holders.  They were trying to identify the “Orlando Magic Way” – their desired customer experience with something catchy, something that really conveyed […]

We’ve worked in health care, education, local government, finance, pro sports, and many other industries.  And while our clients’ customers are often different, their specific scenarios for engaging those customers are different, and policies and procedures are different – there’s one thing that is pretty similar.  And that is how you build and grow relationships […]