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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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Where is Your Corporate Culture Located?
Seek and ye shall find, but only if you are looking in the right place! A policeman was walking along a dimly lit street at night and noticed a man on hands and knees near the lamp post. The man was...
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Employee Engagement or Strategy Engagement?
When we were kids, we used to play a silly word game called “Which would you rather?” Basically someone would ask you to choose between to gross or disgusting things. For example: “Would you rather...
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How I First Understood About Corporate Culture
In the executive suites today, the concept of corporate culture is the new black. It seems that everyone is talking about the importance of culture, the impact of culture, and of course, the need for...
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Can You Rely on Your Corporate Culture?
Facts from paper are not the same as facts from people. The reliability of the people giving you the facts is as important as the facts themselves. ~Harold S. Geneen Reliability is an important issue...
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Why Customer Insight is So Elusive
The holy grail of many organisations is to be so close to the customer that they truly understand the “world of the customer” (not just the “voice of the customer” – VoC) and all the ways the customer...
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Just What Is Effective Leadership?
Leadership is like the Buddah with many faces! Under certain circumstances, leadership can look very different and the responsibilities of leadership change depending upon the situation. Some call...
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The Written Culture and the Default Culture . . .
Suppose you work in a company that has Superior Customer Service as one of its Core Values, Best-In-Class Customer Service as one of its key Strategic Objectives, and a company metric related to...
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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...
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The 3 Deadly Sins of Poor Leadership: Part 3
In previous postings I began a series on the sins of poor leadership. The first article, Part 1, focused on not moving fast enough to replace poor performers, either for performance or behavioural...
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