Build a Superior Service Culture

This blog is an open conversation for sharing insights, examples and ideas on how to build a Superior Service Culture. This is a community space to share experiences, stimulate thinking and explore … Read More

How Does Singapore Airlines Fly So High?

As a professional speaker, I often share stories and examples of companies that deliver great service. One company that’s easy to talk about is Singapore Airlines. Profitable every year since the beginning, … Read More

Service Leaders Shape the Flow

Every culture shares a common service language, a set of practices, traditions, stories, strategies and standards. These common elements influence and shape human behavior. They keep us in the flow of a … Read More

Customer Focused Surveys (Part Two)

Idea #3:  Your survey must drive action, not settle for analysis only Your customer survey must drive new action inside your organization. Don’t allow your survey process to become disconnected from the … Read More

Customer Focused Surveys (Part Three)

Idea #5: Survey and roll up (drilling down may be too late) Customer focused surveys frequently collect data that is customer-specific. This ensures a regular flow of insights that lead to action. … Read More