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So many organizations desire to be “Great” or “Phenomenal” or…ugh…“World Class” at customer service. I even wrote a book on how an individual can become GREAT at customer service. But when you’re a business, not an individual, avoid the talk of “Great” or “Phenomenal” or “World Class,” and try something different. Simply try to beat […]

You may have heard of “Harley Loyalty,” where some customers are such fervent fans of Harley-Davidson motorcycles that they’ll have the Harley-Davidson logo tattooed somewhere on their body. Well one Italian soccer team is turning the tables. According to an article in Metro.co.uk, “Fans of Italian club Parma have been recognised in a unique way […]

If you care about winning a battle, focus on today. If you care about winning the war, think beyond tomorrow. In far too many businesses, companies focus too much on today’s battles. They get so immersed in making this one sale, in closing this one transaction, in getting through these operational steps, that they find […]