Tag Archives: Customer Service

Can You Rely on Your Corporate Culture?

Facts from paper are not the same as facts from people. The reliability of the people giving you the facts is as important as the facts themselves.  ~Harold S. Geneen Reliability is an important issue in our fast-paced, modern lifestyles. … Continue reading

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How I First Understood About Corporate Culture

In the executive suites today, the concept of corporate culture is the new black. It seems that everyone is talking about the importance of culture, the impact of culture, and of course, the need for culture change. The recent seismic … Continue reading

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Employee Engagement or Strategy Engagement?

When we were kids, we used to play a silly word game called “Which would you rather?” Basically someone would ask you to choose between to gross or disgusting things.  For example: “Would you rather eat a worm or step … Continue reading

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Where is Your Corporate Culture Located?

Seek and ye shall find, but only if you are looking in the right place! A policeman was walking along a dimly lit street at night and noticed a man on hands and knees near the lamp post.  The man was obviously … Continue reading

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Hotel Fire, Business Processes and Customer Satisfaction

“Service isn’t something you can turn on and off.  It requires a great product, training and giving our associates the tools they need to serve our guests.”  -Bill Marriott I don’t know of any frequent business traveller who likes leaving … Continue reading

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Culture By Design, Culture By the Numbers

In my executive speeches and my recent book, LEVERAGE: The CEO’s Guide to Corporate Culture, I use the case study of Zappos.com, the internet shoe and clothing retailer to illustrate the power of culture by design. If you don’t know … Continue reading

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Stunning Hotel, Crappy Service

We are in the Medieval Cite of Carcassonne, France, staying at the Hotel de la Cite, a 5-star venue inside the walls of this spectacular fortress city in the south of France. Due to guests arriving to rent our French … Continue reading

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