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Big basket of thanks

Zappos NoteThere is a big basket of blank thank-you notes at the end of every row of cubicles at Zappos.

Guess what? The employees send a lot of thank you notes to customers.

How easy can you make it for your employees to make customers happy?

(Start reading Switch by Chip & Dan Heath for the science/logic of this sort of thing. It’s a must-read book.)

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