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Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business by Ted Schadler, Josh Bernoff

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1. why your business needs HEROes

When Dooce rants, it’s sheer poetry. Breathtaking in honesty and scope, Dooce’s rants about motherhood have a quality that people appreciate, especially other mothers. You do not want to be the target of one of those rants.

Dooce is a thirty-four-year-old woman named Heather Armstrong. In August of 2009 she reached the end of her tether. Marlo, Heather’s second child, had arrived two months earlier, in June. Heather knew what new babies mean: lots and lots of laundry. Her old Kenmore washer was failing. So she bought the big, heavy-duty clothes washer from Maytag, the company that for decades has advertised its dependability, and on top of that, she bought the ten-year warranty.

Twelve weeks into the life of ...

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