Think about it. You can’t consistently create Customer Evangelists, Deliver WOW experiences or knock anyone’s socks off with a Ho-hum culture, can you? But when you build an optimistic culture that’s coherent, aligned, strong and focused on creating positive customer experiences – what you’ve really created is an organism that can out think, out…
When it comes to good service, or being in good hands, I guess I’m lucky. I actually expect to see some good service out there in the world, and I often do. We get what we focus on and perhaps I look a little harder than most to see it. It was really easy…
I was sitting on the beach in NY last week happily snacking on some healthy junk food from Trader Joes; when I turned to Suzanne and began my lament. “I so wish there were Trader Joes in FL where I live, every time I come here or go to CA to visit my daughter I…
I had to call the bank the other day and ask the embarrassing question, “What’s my favorite book?” The woman on the other end of the line didn’t understand, she said “Excuse me?” “My favorite book, I need to know what it is… ah, was ” I said. “Apparently the favorite book I…
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