Groom and Nurture the ‘Right Attitude’

In my previous blog post ‘Recruit for Attitude First!’, I championed the importance of prioritizing attitude over skills and experience when hiring, especially if you are looking to build a service culture. … Read More

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

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

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