#4: Football—Why It Became America's Favorite...

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#69: Will Guidara—Why Great Service Is Never an Accident

Remarkable customer experiences don't happen because someone on your team happened to be in a good mood. They happen when a business decides, in advance, how people should feel at every step. Without that kind of intention, even great companies become forgettable. So how do you d ... Show more

. 34min 11sec

#68: Stop Telling Your Story (It's Costing You Customers)

A lot of brands are saying the wrong thing first. They lead with their mission, their story, and their personality, thinking that will make people care. But customers aren't looking for a brand to admire. They're looking for a guide who understands their problem and can help them ... Show more

. 14min 50sec

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