3 Secrets to Virgin Atlantic’s Awesome Customer Service

Last week I had the opportunity to fly with Virgin Atlantic. I’ve become an addict of their sister airline, Virgin America, and was relishing the opportunity to see how the international service compared. Like most savvy business travelers, I packed my carry-on with cleverly matched outfits that would last me the week I’d be away,

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How to Make Your Company Sexy to Millennials, Part 2

Practically every leader I know is struggling with how to attract and retain employees from the Millennial generation. But today’s 18 – 33 year olds aren’t as easily won over as generations of the past. They’re not buying into the idea of doing their time, starting at the bottom, or sacrificing their lives for their

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5 Myths About Why Millennials Leave You

When it comes to laments about Millennials in the workforce, I’ve heard it all. Millennials are this. Millennials are that. The truth is, Millennials are, in many ways, no different from any other generation that preceded them. Generation X, Baby Boomers, even the Silent Generation’s workers were considered entitled, arrogant, and flighty by the generation

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4 Ways to Let Your Customers Know You Love Them

No matter what you sell, who you sell it to, what industry you’re in, what size your company is, or how long you’ve been in business—your success relies on one insistent, demanding, delightful, pernicious, exciting, terrifying, unfathomable and uncontrollable constant: your customers. Agreed? Yes? Then why-oh-why I am constantly stunned by the sheer number of

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3 Things We Can Learn from UPS’ Recent Failures

Something’s amiss at UPS. Promises are being broken. Children aren’t getting their holiday gifts. My boxes of books aren’t getting picked up. Even Amazon’s Jeff Bezos is considering switching to drones. Since my initial UPS post, I have been awash with stories from friends, colleagues, and former strangers (hey there!) who found me through the

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5 Things Beyoncé Can Teach You About Courage

Pshaw, you say. That girl doesn’t need courage, she can sing. She can move. But Beyoncé wasn’t always Beyoncé. She used to have two names, just like you. Courage is what allowed her to put in her 20,000 hours, to push through the crowd of less remarkable artists, to leap over the hurdles the industry

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