-
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….
-
06Mar
$2.5 Trillion Down The Drain – How Much Of It Was Yours?
I was in St. Louis visiting a client last week. They’re a 50M+ manufacturing company that I’ve been working with over the past year. I’ve…
-
03Oct
Maybe You Don’t Need To Hug Your Customers
A few weeks ago I was speaking at a Customer Experience conference. Everyone was fired up and wanted to talk about the airlines! “Those damn…
-
19Sep
When Your Expertise Is More Valuable Than Your Inventory
One of my favorite men’s clothing stores is Bonobos. They do something cool. They don’t have any inventory. I almost always loathe a business that…
-
18Sep
In an Equifax World, Be Elon Instead
As we’re all aware by now, over ⅓ of Americans have had their personal data breached by the good folks at Equifax. Since we’re about to…
-
05Sep
Watch out for the Hippo!
Listen to the audio version of this week’s Tidbit. You can subscribe to them on iTunes\ I was working with a company because the CEO…
-
29Aug
The Fleece of the Century
Listen to this week’s audio version of the tidbit. The NYT called Saturday night’s boxing match The Fleece of the Century, and it’s hard to argue…
-
15Aug
Don’t Learn More. Do More.
One of the little discussed joys of teaching my kids how to do tremendously fun things like swimming, or riding a bike, is that I…
-
23Mar
Finally–A Magical, Simple Ritual to Improve Your Profits!
For people and companies there is only really one way to judge character: Watch their behavior in a wide variety of circumstances. Watch what they…
-
31Jan
The Most Important Innovation in 2017 – Finding Ways To Personally Connect With Customers
2016 was the year of automation and machine learning. There are some undeniably amazing things happening in that world, but the more that happens there,…