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The Art of Explanation
A practitioner playbook for translating complex products/services into clear, persuasive explanations—turning confusing details into understandable stories and artifacts for customers and teams.
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Service Breakthroughs: Changing the Rules of the Game
Focuses on how service quality emerges from design and execution of many “small details” within the service system, linking those details to…
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What's in It for Them?
What if the secret to explosive success in both business and life had nothing to do with what you can get from…
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