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More Than Lip Service

All businesses should want to deliver an exceptional customer experience, but actually accomplishing this goal desire takes a lot more than good intentions. We have to do more than simply express our intention to improve, recognizing that meaningful progress requires a strategic approach and sustained effort. As Shep Hyken, a…
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The Paradox of Skill

One phenomenon that often goes unnoticed in the business world, and yet lurks within the fabric of every company, is the paradox of skill. This paradox manifests when highly skilled employees perform their tasks with such finesse that their expertise becomes nearly invisible. Their proficiency makes the complex seem effortless,…
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Happy 2024!

We stand on the cusp of a new year, and we at The Brandt Group feel compelled to take this moment to express our heartfelt gratitude to each and every one of our clients who entrusted their business development to our consultancy in 2023. Together, we embarked on our thirty-first…
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Confidence Leads to Loyalty

High quality customer service remains the linchpin of success. More than any other aspect of the customer experience, it defines the kind of relationships your business maintains with its customers. Is it friendly and mutually beneficial? Or is it adversarial and frustrating? Even though we all hope our transactions will…
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Use the 80/20 Rule to Guide Your Business

The 80/20 Rule is traditionally known as the Pareto Principle, named for Italian economist Vilfredo Pareto (1848–1923). Pareto discovered a recurring phenomenon that appeared in many aspects of life, from land ownership to broader economics: put simply, this principle states that 80% of results come from 20% of effort. This…
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The Antidote for Inflation

Whether the United States is now in a recession has been the subject of much political posturing and debate. Regardless of how any of us feels about labels or technical definitions, the U.S. economy has shrunk two consecutive quarters amid soaring inflation and higher interest rates. A silver lining is…
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Good Habits Are the Fuel that Drives Your Success

As George Brontén states in his article, Why Your People Keep Missing Quota—And What to Do About It, “goals are more often missed than attained.” He explains, “Goals, without underpinning habits” are “bad for you.” Why are they bad? The Problem of Goals Without Habits To summarize, Brontén argues that…
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