If you're not serving the customer, you'd better be serving someone who is.
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The typical human life seems to be quite unplanned, undirected, unlived, and unsavored. Only those who consciously think about the adventure of living as a matter of making choices among options, which they have found for themselves, ever establish real self-control and live their lives fully.
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If the frontline people do count, you couldn't prove it by examining the reward systems in most organizations.
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Customer needs have an unsettling way of not staying satisfied for very long.
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