Four Core Competencies for Effective Leaders
During the past several Exchange Post articles, and more recently in my monthly “Taking Care of People is Good for Business” messages, you may have noticed a focus on the need for us to further…
EVP/COO
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COO Dave Nelson Visits Pacific Region
EVP/COO Dave Nelson made his first official visit to the Pacific Region. Awed with the dedication of associates in mainland Japan, Okinawa and Korea, Nelson said he was proud the hard-working Pacific team was part of…
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Daily Decisions: Choosing What Path To Take
In May, many of our teammates had the opportunity to hear Melissa Stockwell present at the Express seminar in Orlando. A highly decorated Soldier who was injured in Iraq on April 13, 2004, Melissa lost…
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The Power of the Customer Experience
Customer service is a topic any worthwhile organization takes seriously. A company may have the best product selection at the best prices, but a poor customer experience can undermine all of that in one interaction.
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Getting to the Core of Success
In my last Exchange Post column, I talked about our legacies and the lasting impact we make on those around us. Building a legacy takes time and, fortunately, we have the tools to help not…
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Growing Our Team, Creating Our Legacy
What will your legacy be? If you think about it, the vast majority of our associates know the policies, programs and requirements for completing their duties. Why then are some more effective than others?
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It is Always About our Associates
My responsibility is to ensure our people have the resources they need to meet the objective and are on track. We have tremendous talent at the Exchange who often have the best ideas, so I…
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Work Bucket List Accomplished, I am Leaving the Exchange in Capable Hands
I remember that day in 2006 when I was named to my dream job: chief operating officer of the world’s greatest retail organization. My “work bucket list” included many things I wanted to accomplish as…