Tag Archives: Customer Service

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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PROFIT, PROFIT, PROFIT . . . Service, Service, Service

It seems that, after banks, airlines have become the most hated companies for customers to deal with.  I’ll bet there is not one person reading this blog that hasn’t had multiple bad experiences with airlines; either at check-in, on the … Continue reading

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A Test for Accountability . . .

Those with a mindset of accountability make things happen and get results.  Those without accountability make excuses and have ample reasons for their lack of results! Success in life, success in business and success most everywhere seems to accompany the … Continue reading

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Screwed by Amazon.com?

Ever since Amazon.com began I have been an ardent supporter as a customer.  Fast, efficient, limitless titles, easy shopping experience.  I purchase all my books through Amazon, and even some non-book items.  I am an Amazon Prime member. They seem … Continue reading

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There is only one corporate asset – the customer!

You can dress up a pig, but in the end it is still a pig! After 35 years in business consulting working across multiple industries and numerous geographic regions, I have come to the conclusion that I am not a … Continue reading

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Hazardous Duty . . . OSHA Required

When women are depressed, they eat or go shopping. Men invade another country. It’s a whole different way of thinking. ~Elayne Boosler When ever I have an extended business trip to the US, my wife and daughter push handwritten shopping requests … Continue reading

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In the beginning was the Word . . .

Think twice before you speak, because your words and influence will plant the seed of either success or failure in the mind of another.   -Napoleon Hill There is much talk lately about corporate culture and its impact on business and … Continue reading

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Are you a valued client or just a job number?

It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.  -Henry Ford I’ve had two very recent interactions with the new generation of entrepreneurs that left me walking … 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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