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

Five Major Mistakes to Avoid in 2014

2014 will bring changes, opportunities and dangers for your business. Industries are collapsing, careers are converging, and work is migrating or disappearing altogether. Each of us must orient ourselves in a world … Read More

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

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

Make the Shift from ‘Me’ To ‘We’

The most listened-to radio station in the world is WIIFM, which stands for “What’s in it for me?” Some people throw this question like a trump card: answer with enough for me … Read More