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Tag Archives: Chip Conley

ANXIETY = UNCERTAINTY x POWERLESSNESS

Our emotions can get the best of us. We don’t know why we feel what we do, and we don’t know what do to about it. Chip Conley gave me an advance copy of his new book, Emotional Equations, and it can definitely help. He lays out a fascinating framework to help you understand why […]

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Superhero customer service: Save a customer’s day

I didn’t answer the hotel’s wakeup call. (I was already up.) So the front desk manager sent someone to knock on my door. That simple extra service is the difference between a horrible experience (like missing an important meeting) or saving a customer’s day. Kudos to Tyler and the other folks at Chip Conley’s Avatar […]

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