The woman clearing tables in the Qantas airport lounge is almost invisible to the many preoccupied travellers she cleans up after. People are anxious to charge their devices, grab a bite to eat and catch their flights. The lounge attendant scrapes plates of half-eaten food and piles them on a trolley to take back to…

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How you design the product changes how it feels to use it. How you train your staff changes how the customer is treated. How you answer an email changes how the recipient responds. How much of yourself you bring to work changes how you perform. In a world where more people understand the impact of…

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