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I’m Not Naive, We’re Just Cowards

Modern Servant Leader

You think Servant Leadership doesn’t work “in the real world” I guess organizations practicing servant leadership like Southwest Airlines, Vanguard, REI, U.S. Military and many, many more don’t operate in the “real world” As I exclaim the benefits of Servant Leadership, I see that look in your eye.

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Dynamic Dozen: People Need A Purpose, Not Just a Paycheck

General Leadership

It was very dark and cold on the flightline at Ahmed Al Jaber Air Base where teams of Airmen and a Kuwaiti contractor were working furiously in the desert night to repair a critical fuel line prior to the start of Operation Iraqi Freedom. … Read the rest.

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Retailers Can’t Rely on Holiday-Season Gimmicks Like They Used To

Harvard Business Review

Retailers fulfill those expectations by designing and operating a truly multi-channel shopping experience—that is, one that provides multiple options for the multiple stages of shopping (research, transaction, fulfillment, and service) and executes seamlessly across them.

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What Data-Obsessed Marketers Don’t Understand

Harvard Business Review

After working with numerous marketers, we developed the Intelligent Brand Framework to provide a structure for thinking about marketing investments across creative and operational disciplines, using a combination of data-driven and human-centric approaches. Reflect on your collective capabilities as an organization.

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When and Why to Part Ways with a Customer

Harvard Business Review

Your employees may be operating under the “the customer is king” cliché, and may be trying endlessly to please every whim. REI cancelled its lifetime return policy due to customers blatantly purchasing products with the intention of returning them. Train employees on how to deal with abusive customers.

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How to Improve the Engagement and Retention of Young Hourly Workers

Harvard Business Review

She breaks down the operational and human resource decisions that make this possible in her HBR article and book The Good Jobs Strategy. That’s why companies like UPS, Lowes, REI, and Starbucks are in high demand — they all offer some form of health insurance for part-time, hourly employees.

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What It Might Mean If We All Work From Home

The Horizons Tracker

operating at around 30-40% of normal levels. They have been joined by companies like Ford, REI and JPMorgan Chase, all of whom have announced long-term plans for remote working. Data from the London Underground suggests that passenger numbers are 30% of normal levels, with other forms of public transport across the U.K.

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