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Portrait of the Artist as a Young Woman

This year marks the centenary of James Joyce’s ground breaking novel, Ulysses. It’s also the year in which a new film chartering the early life of one of Marilyn Monroe is to be released. So what’s the connection?

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Preaching to the Choir

With looks more Bon Jovi than Beethoven, and legions of devoted fans, Eric Whitaker is not a traditional classical composer.

It was one of these fans in 2009 who contacted him to announce she’d videoed herself singing one of his compositions and uploaded it to YouTube. This gave Eric an idea. What happened next is Internet folklore.

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YNWA

Recently I met with the manager from a local business – the type of firm an economist would call an ‘SME’ – a small and medium sized enterprise. Over the years, no matter how tough the trading conditions, his firm has somehow managed not only to hold on to its customer base, but to grow it.

Given my fascination with organisations that provide great customer service, I pressed him to tell me how they’d done it.

What he told me has changed the way I think about customer engagement.

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“You may now turn over the paper.”

Not exactly the most memorable phrase, but it did the trick. With the sound of a wave crashing on to a pebbled beach, all at once, in perfect unison, three hundred and fifty students turned over their question papers and began the exam.

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Bored? You should be!

When was the last time you were bored? I mean, seriously bored. Watching paint dry bored. Three-toed sloth bored. Can’t remember, can you? That’s because the minute you got your hands on your first mobile phone you squandered forever the capacity to be bored. With its constant chatter and ego affirmation, digital technology has rendered boredom redundant. How can you be bored when in your pocket is all the world’s learning, all the world’s music library, all the world’s TV channels?

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