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30Apr
Customer Service Is Always a C-Suite Issue
a case study in customer service failure from the top to the bottom
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02Oct
Input on Input Thinking – From Theory to Action
Reading something great. But finding a way to apply what you’ve learned is a key to making it stick. See how leaders took input on inputs from theory to action.
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28Aug
When Saving a Dollar Costs You Twenty
My book, Evergreen, was recently named by Book Authority as the #4 Best Customer Service Book of All Time. I was pretty excited when I heard the news….
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20Aug
Champions Work Harder After Winning
Last week I was in a major North American city that’s home to two of the premier franchise sports teams on the planet. I was…
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14Aug
Back To Basics? No, Ever Further Back!
A colleague of mine was talking to one of the largest Canadian success stories of the last 20 years recently. They’ve had some turbulent times,…
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07Aug
Hold ‘Em, Fold ‘Em, or Walk? Here’s How To Know
I was talking to a colleague new to the business world who told me he had been working on a new initiative, it wasn’t working…
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30Jul
How to Create a Showstopping Customer Experience
Last week we took the girls to see Disney’s Frozen on Broadway in New York City. We happened to be sitting in front of a famous Hollywood…
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23Jul
How Much Are Empty Chairs Costing Your Company?
Last week I attended a trade show with one of my clients in the horticultural industry in Columbus, Ohio. I watched a man, across the…
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17Jul
One Simple Way To Keep Your Business Healthy & Strong
Last Tuesday after publishing the Tuesday Tidbit I got a text message from my mother that my 89-year-old grandfather would be having a pacemaker installed on Thursday….
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04Jul
Honing Your Single Most Important Competitive Advantage
Last week in Newport, Rhode Island I was reminded of what a healthy and robust economy we’re currently living in. On a quiet Tuesday night,…