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Virtual Academy for Strategic Storytelling
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Customer Service Stories
Tony Hsieh and Zappos’ WOW Service
Customer service rep Steven Weinstein answered the call from a female customer who required assistance with an online order for several items. The pair struck up a...
Target’s Pregnancy Prediction Model
Every time you go shopping, you share intimate details about your consumption patterns with retailers. And many of those retailers are studying those details to figure...
After having a faulty Medtronic catheter thrown at him by an angry surgeon, then CEO Bill George began investigating why he hadn’t known about quality problems...
On the night of January 27, the Chicago forecast called for subzero temperatures the next day, with such high winds that it could feel like 30...
Ritz Carlton Bali
A family that was staying in Ritz-Carlton, Bali, was carrying specialised eggs and milk for their son who suffered from food allergy. Unfortunately, upon reaching the...
Jenni Olivero, Chelsea Moore and Sabena Suri
BoxFox Cofounders Jenni Olivero, Chelsea Moore and Sabena Suri got the idea for their Los Angeles company, which crafts and ships personalized gift boxes, after struggling...
Ritz Carlton Hotel Staff
Storytelling is an important part of The Ritz-Carlton culture. The employees of The Ritz-Carlton—known as The Ladies and Gentlemen—write up special moments and share them with...
When Kerry Drake got on his United Airline flight, the mother he was en route to see was facing her final hours. Drake knew that if...
A toothpaste factory had a problem. Sometimes empty boxes were shipped without the tube inside. Understanding how important it was to solve this problem, the CEO of...
Bungie Studios, one of the most beloved game developers in the industry, raised the bar for their willingness to take care of their fans. The story begins...
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