Recruit for Attitude First!

Recruitment advertisements often emphasize the skills and experience required to apply for a job. This is understandable, but is also a mistake. Organizations should place more emphasis on recruiting the right attitudes … Read More

Service Culture: Past, Present, Future?

My grandparents grew up in a time when impeccable service was expected, and was delivered in the restaurants they took me to as a child. I still remember. It wasn’t just the … Read More

Marketing What Matters in Service

The idea that customer service IS marketing is increasingly discussed. The success of Zappos.com through word-of-mouth about the remarkable service it provides is often cited as an example. Organizations are told to … Read More

Don’t Just Collect Data; Create Value

Service Measures and Metrics are a valuable building block for good customer service improvement. But to build a service culture, the methodology of these metrics must be uplifting for those you query … Read More