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Luxury lies in the eyes of the beholder

“We’re a luxury brand.”  When this statement is made by a marketer of a service provider, I am forced to think deeply about what constitutes luxury for the customer. And often I find, that marketers of...

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When giving feedback feels like playing with fire!

Have you ever experienced a situation where your brain is all clogged up with obvious feedback you must share as a customer, but your heart won’t let you do it the way you imagined? Imagine that you...

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