Recently I delivered a keynote presentation on culture and leadership development at a senior leader’s conference. Robert Richman also spoke at the event sharing his insights and experiences as co-creator of Zappos Insights, a program for educating companies on the powerful culture of Zappos that catapulted the American online shoe retailer from a startup in […]
Read post »Sometimes it feels like our technology picks the toughest time to test us! I was on the Calgary leg of a road trip to Regina, Calgary, Seattle, and Anchorage a few weeks ago when my computer failed to boot up as I arrived at my hotel room that night. I live on this thing. I […]
Read post »Just after writing my last blog on improving customer service by treating your employees better I came across an interview on Jim Bush, EVP of World Service, at American Express. The new leadership approach Jim describes Amex has used since he took charge of this role in 2005 provides powerful data and examples of how […]
Read post »Fourth in a four part series on The Three Rings of Perceived Value. Years ago author and speaker on organizational excellence, Tom Peters, declared, “we can no longer afford to merely satisfy the customer. To win today, you have to delight and astound your customers — with products and services that far exceed their expectations.” […]
Read post »First in a four part series on The Three Rings of Perceived Value. Customer service and continuous quality improvement have always been important. As organizations struggle to grow revenues and reduce costs in our challenging economic times, service/quality is becoming even more critical. It’s where organizations thrive, survive, or nosedive. The June 30 blog post, […]
Read post »It’s a classic good news, bad news story. Consumers are willing to spend from 7 – 22% more for better customer service. But 60% believe organizations haven’t increased their focus on providing good customer service. That’s slipped from 55% in 2010. And 26% of this group feels organizations are paying less attention to service. The […]
Read post »A key element of my work last month with Qantas Airways in Australia involved linking customer focus, employee engagement, and process management. This month I was engaged by a national insurance company to help their executive team understand their role in implementing Lean/Six Sigma. My experience with Lean/Six Sigma began in the late eighties with […]
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