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@magriebler It's truly epidemic, and I think part of it is the way we think in business - if the numbers don't say it, it can't be true. And then we change how we do the numbers to match our beliefs! I love your question about if it can be taught. I don't know, honestly, but I have found that if you can remove the personal aspect of it, people are able to see the bigger picture. I share this definition and these examples of cognitive dissonance whenever I lead a workshop or meeting. I can see people "getting it" and then reminding others to get it when necessary. But there are those leaders who just want things their way. I can usually figure that out before we book any business, and I'm much better off backing away from those who are "unenlightened." :-)

1 week, 2 days ago on Why Outside-In Thinking Is So Difficult

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Trader Joe's is a great example! They also build relationships with the local communities. Love TJ's!

3 weeks, 1 day ago on 3 Rules for Investing in Good Relationships with Customers

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@CarolLynnRivera Thanks, Carol. I think praise is underused in general. Why not praise each other more?


You're awesome! :)

3 weeks, 2 days ago on 5 Ways to Sabotage your Customer Experience

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Bet your sweet bippy! Good post and I have really had to deal with the unexpected this year...leading me to plan in advance more than I have in a long time! Hope you're feeling better!

1 month ago on Bad Planning: A Cautionary Tale

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I'm thinking kids and porcupines probably don't mix.

1 month, 2 weeks ago on Gin and Topics: A Halloween Episode

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Um, who is that lady who owns a porcupine? Where did she get said porcupine? Why does it talk? How does she know he likes pumpkins? I have so many questions.

1 month, 2 weeks ago on Gin and Topics: A Halloween Episode

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@aureliechazal I think it's such common sense, right?? Thanks for the comment. Let me know where the article appears!

1 month, 2 weeks ago on Why New Customer Rewards Stink For The Rest Of Us

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@profkrg You'll love it. It's such a great book to keep on a shelf and consult when you're stuck. 

2 months ago on 3 Reasons I Love Ann Handley – and Her Book!

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OMG what a great graphic facilitator you had. LOVE that illustration. So often they don't tell the story well or include visuals so nicely. Bravo!

2 months ago on PRSA International Conference (#PRSAICON) Takeaways

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@ginidietrich You're adorable enough. You can just be you!

4 months, 1 week ago on Gin and Topics: Morgan Freeman Sucks in Helium

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The ASL and dance off are both precious! And the baby!!!

4 months, 1 week ago on Gin and Topics: Morgan Freeman Sucks in Helium

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@ginidietrich Magical. Only appears for me. 

4 months, 2 weeks ago on How to Capture Blog Post Ideas

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@AnneReuss Well the secret is out about Sven! LOL!

4 months, 2 weeks ago on How to Capture Blog Post Ideas

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@biggreenpen Nobody has Sven but me. He's all mine!!! I like your pocket calendar for themes! Great idea.

4 months, 2 weeks ago on How to Capture Blog Post Ideas

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But Sven tells me your techniques are good, too.

4 months, 2 weeks ago on How to Capture Blog Post Ideas

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What would I do without my trusty magical companion, Sven?

4 months, 2 weeks ago on How to Capture Blog Post Ideas

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@Ramon_DeLeon Thanks, Ramon! It's all about experience!

4 months, 2 weeks ago on Empowered Employees Outshine “By the Book” Service

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I love this approach, but not every leader can do it. I like to say we only work with "enlightened leaders" because those who aren't enlightened never want to change anything. It takes courage to embrace change. Well done, Gini! I'd never call your baby ugly. Or your shoes. You have great shoes.

4 months, 4 weeks ago on Gini Dietrich’s Staff Call Her Baby Ugly

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I agree, which you already know. But something I'm STILL learning is that I have ideas in my head that are difficult to overcome. For example, I went many years assuming that as the mom, it was my specific duty to be at every school event, be the room mother, etc. I had a year when I was room mom for both my kids' classes and decided after that I couldn't ever be room parent again. I leave that to the people who are better at it and enjoy it and have more time to dedicate to it than I do. And yet, I STILL feel guilty when I don't sign up. Then I ask myself, what's the guilt about? I'm doing what's right for us, I still contribute to the overall community in the ways I can, and the roles always get filled. I don't know where that guilt comes from, but it's a great question to ask if you're feeling it. It helps us realize it really is up to us and our families and our situations. 

5 months, 1 week ago on What Having it All Really Means

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@cust_faithful I'm so sorry I missed this! I had a notification problem and this slipped right past me. I love what you say here! You're right - many gyms are out of sight and out of mind. But really it's about delivering on the promise of providing a great guest experience. I've started becoming impressed when all treadmills ARE in working order. So fancy! :-)

5 months, 1 week ago on Missed Opportunities are All Around Us

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@blfarris Sorry I missed this at first, Brad! Amen to the hiring right. The people are the process at the end of the day, virtual or not!

5 months, 1 week ago on You Run a VIRTUAL Company? What Does That Mean?

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Cindy I am so impressed and rooting for you. Well said, my friend.

6 months ago on How to Keep Working When Life Throws You a Major Curve Ball

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Ann. Love her.

6 months, 1 week ago on The Spin Sucks Inquisition: Ann Handley

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@annelizhannan Thank you. Those tough lessons are always very valuable. 

6 months, 2 weeks ago on The Spin Sucks Inquisition: Jeannie Walters

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@bdorman264 @ginidietrich Great point about social providing incentive. And yet so many organizations miss it!


6 months, 2 weeks ago on The Spin Sucks Inquisition: Jeannie Walters

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@Howie Goldfarb @SavvyCopywriter Don't make me do it again, Howie.

6 months, 2 weeks ago on The Spin Sucks Inquisition: Jeannie Walters

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@JoeCardillo We'd love to have you!

6 months, 2 weeks ago on The Spin Sucks Inquisition: Jeannie Walters

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@Eleanor Pierce Don't listen to Gini. I kind of heart you back!

6 months, 2 weeks ago on The Spin Sucks Inquisition: Jeannie Walters

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@Howie Goldfarb @ginidietrich @belllindsay You'd like to think so, Howie.

6 months, 2 weeks ago on The Spin Sucks Inquisition: Jeannie Walters

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@belllindsay And let's not forget you being nice to me, Lindsay! You were awesome.

6 months, 2 weeks ago on The Spin Sucks Inquisition: Jeannie Walters

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@Howie Goldfarb @AnneReuss @ginidietrich That was supposed to stay between us, Howie!

6 months, 2 weeks ago on The Spin Sucks Inquisition: Jeannie Walters

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@ginidietrich @AnneReuss Yes, that's true. The job description includes "Laugh at Jeannie's jokes."

6 months, 2 weeks ago on The Spin Sucks Inquisition: Jeannie Walters

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@Howie Goldfarb @bdorman264 @ginidietrich Please don't insult my boyfriend. What we have is very special. And sorry about the financial thing. oops.

6 months, 2 weeks ago on The Spin Sucks Inquisition: Jeannie Walters

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This was fun and a little weird, which also reminds me of my friendship with @ginidietrich! LOL! Thanks for having me in the hot seat!

6 months, 2 weeks ago on The Spin Sucks Inquisition: Jeannie Walters

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@BillSmith3 Back atchya, Bill! Thanks for being there!

6 months, 2 weeks ago on The Spin Sucks Inquisition: Jeannie Walters

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Wait. I thought you said we weren't allowed to have fun!? I'm really really looking forward to being a part of this! Thank you for the nice words, too, Gini!

6 months, 2 weeks ago on The Future of PR: The Customer Experience

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@LauraPetrolino That's a lot of pressure. *gulp*

6 months, 2 weeks ago on The Future of PR: The Customer Experience

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@Howie Goldfarb Rolling in cactus needles!! LOL! and ouch

6 months, 2 weeks ago on The Future of PR: The Customer Experience

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I do love me some @JayBaer! One of these times he's in Chicago, we'll actually coordinate our schedules to spend some time together. It hasn't worked yet, but I'm hopeful!

7 months, 1 week ago on The Spin Sucks Inquisition: Jay Baer

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@lauraclick  Thanks, Laura!

7 months, 2 weeks ago on The Best Company Feedback is the Toughest to Hear

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Well now everyone knows we solve the world's problems when we are together! This is a great summary of what we've discussed so many times. I'm working on saying "I'm awesome!" but it still doesn't come very naturally. It is up to us. I find raising two boys a challenge to my thinking, too. As you know, my younger one has NO problem saying he's awesome. I want him to believe in himself but do it in a way that also supports others. There's a fine line between confidence and arrogance, and how we recognize people who recognize others is important. I want to praise people who build up others. 


Can't wait until it's time to move to that island...how's next Tuesday?

7 months, 2 weeks ago on Women Can’t Be Awesome: What’s Really the Root of the Problem

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When Jeannie Walters and I get together, we solve all of the world’s problems, talk about empowerment for women, strategize toward Global Domination, and daydream about living on an island.

Do NOT release the coordinates of said island!

7 months, 2 weeks ago on Women Can’t Be Awesome: What’s Really the Root of the Problem

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@ShepHyken  You are absolutely correct! It takes a lot of gumption to accept feedback as the true gift it is. Thanks for the contributions, Shep!

8 months, 2 weeks ago on 13 Tough Questions to Skyrocket Customer Experience Improvement

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I have no words.

8 months, 3 weeks ago on Online Reputation Management and Adult Films

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@temafrank  Totally agree and was certainly not trying to state otherwise. CX is an entire ecosystem and CMO's should be part of it!

9 months, 1 week ago on Five Wake-Up Calls for the Chief Marketing Officer

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@Howie Goldfarb  Glad you agree! They're typically a talented bunch of people. It's just a matter of knowing what's RIGHT for the business.

9 months, 1 week ago on Five Wake-Up Calls for the Chief Marketing Officer

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@LauraPetrolino  Just like CeLo. WHHHHYYYYYYYY!? WHYYYYY?

9 months, 1 week ago on Five Wake-Up Calls for the Chief Marketing Officer

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@belllindsay  Great point that the shift doesn't have to be monumental. A little goes a long way!

9 months, 1 week ago on Five Wake-Up Calls for the Chief Marketing Officer

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@casualobserver  You are right on! No amount of great marketing can fix a bad experience. Keep on keeping on! :)

9 months, 1 week ago on Five Wake-Up Calls for the Chief Marketing Officer

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