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“In times of crisis, as leaders, we often want to clamp down—command and control. We go into bunker mode.” However, customer loyalty is best built by closing the distance between a brand’s leadership and the front lines of employees and customers, explains Rob Markey of Bain & Company. We discussed all of this and more on this week’s episode of the On Brand podcast. Read More
“Consumers are human beings first.” Duh. Who needs to be reminded of this? I mean, we’ve got our big data, customer analytics, loyalty metrics, key performance indicators, demographics, psychographic profiles, and … Oh yeah. That’s why we need to be … Read More
Nick has a knack for making complex topics simple.
Jacey Wilkins, National Institute of Metalworking Skills
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