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“No matter what your job is, the key is your context, your beliefs about your responsibility to customers and the relationships you intend to enjoy or endure with them.”
― Susan Scott, Fierce Leadership: A Bold Alternative to the Worst "Best" Practices of Business Today

“Joseph Pine wrote that today's economy is an "experience economy", meaning that customers want more than a good product or service; they want to enjoy the experience of using a product or service, which begins with their first interaction with a company. So if, in spite of all your customer-service training and "customer-facing" procedures, policies, and scripts, customers aren't feeling the love, you're in trouble. Love? Yes.”
― Susan Scott, Fierce Leadership: A Bold Alternative to the Worst "Best" Practices of Business Today

“Our power as individuals is multiplied when we gather together as families, teams, and communities with common goals.”
― Susan Scott, Fierce Leadership: A Bold Alternative to the Worst "Best" Practices of Business Today

“The truth will set you free - but first it may thoroughly irritate you.”
― Susan Scott