Ross Shafer delivered the keynote speech at AESP’s 2016 National Conference in Phoenix a few weeks ago. Mr. Shafer is a former late night talk-show host/comedian, game show host, author, and speaker. His message for AESP was excellent. He was engaging and funny, but most importantly, he presented sound, valuable advice for business; specifically customer satisfaction and experience. I cannot recall a single thing of substance he said that I disagree with. In fact, I passed along much of his advice to our team at Michaels via The Daily, our employee-only blog. One area of advice from Mr. Shafer was:…
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