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

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

Benchmarking Inside and Out

Benchmarking means comparing yourself with – and learning from – the very best in any field or endeavor. We recommend you benchmark service leaders from your own industry and other industries as … Read More