Does Your Culture Support Your Exquisite Service?

Last week I had the opportunity to do the luncheon speech for the Merit Direct Co-op in NY. I’ve been speaking at their “Co-op”, an event that pulls together their clients, suppliers, prospects and the luminaries in their industry, for many years. Going back in July feels like “old home week” for me. Each year…

Are You Powered by Positivity?

There’s a quiet revolution going on in business today and its poster child is Tony Hsieh, the CEO of Zappos. While a quiet type himself, he’s built an evangelical following in his own culture, and outside of it, teaching others how to use happiness as a business model.click here to read article Tony’s culture is…

What kind of superpowers do you have that can elevate the customer experience and have your customers walking away happy, excited and ready to spread the good word about you?

Are You a Hero?

Years ago I was on assignment in NY, training a large number of people in a financial services firm. While the training programs themselves were about customer care, in reality there was a lot of work I did to help people manage stress.   I was called in at a time when a fair number…

Twenty One Years, Twenty One Insights

Today’s my 21st anniversary of being in business. Wow. That’s a long time and a lot of learning. I began with an idea. Imagine if you will, that every business sits atop a tripod – three legs, needing to be in balance to keep the business stable. Each leg represents a set of relationships. One…