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Why do you buy coffee at Starbuck’s, or buy shoes from Zappos? You can get a fine cup of coffee or a good pair of shoes elsewhere, and probably for less. If you’re a customer of Starbuck’s or Zappos – or Ritz-Carlton, Disney World, Lexus, Singapore Airlines, Enterprise Rent-a-Car, or Nordstrom – you’re probably there…
You know it when you see it: a creative team that always delivers amazing work, a group whose performance is consistently greater than the sum of its parts. There’s an inventiveness and exuberance that surprises you, even when you know the team well and have developed high expectations. The people are prolific. They work hard,…
Monday, 9:30 AM. It’s time for the weekly Monday morning marketing meeting and you and your partners gather in the conference room. The discussion begins and quickly turns to the Go/No Go decisions on the table. Two are strong prospects—you have great relationships with the clients, you have been positioning your firm for months, and…