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 It was the early ’90s and my new company, focused on customer service training, leadership training and corporate culture consulting, ..read more
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 1. A Great infographic on the importance of customer servicefrom Ram Patibandla 2. A short, straight-forward video take on customer ..read more
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  Wow! On Monday, my article on Boeing’s lack of transparency and failure to take ownership came out in Fast Company. Yesterday, ..read more
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 You don’t need to do over-the-top things to deliver Outstanding customer service. Sending the message that you care about your ..read more
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"But that’s the thing about loyalty, isn’t it? It’s given freely. You can’t say ‘I’ll be loyal to you only if you are loyal to ..read more
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 The argument for improving our customers’ experience is irrefutable, and the positive data on the ROI keeps pouring in. A recent study ..read more
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 I just came back from a month in Fuengirola, Spain, a fishing village-turned-tourist-destination in Costa del Sol. Fuengirola features ..read more
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 Why did I include a golden lab in The Journey to WOW? (Chewbacca is turning out to be a favorite character in the book!). I’ve been ..read more
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 I can’t wait to tell you more about this fantastic company! A great example of all the moving parts that create outstanding customer ..read more
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 This is the third installment of a month-long customer journey, where I will be reviewing the myriad of interactions that contribute to a ..read more

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