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Jake Over the decades I’ve been researching and speaking, it has become very clear to me that: The most successful organizations in the world—business, government, and non-profit—keep customer service at the center of their work. Those that are-the most customer-service driven, maintain that focus relentlessly. The biggest reason most are not customer-driven is that they are … Read more
With most firms in the world were shut down because of governments worldwide I would think they have a desperate need for sales and revenue. This is not a time to deliver awful customer service. In the last few weeks, I have experienced some of the worst customer service by large and small firms in … Read more
While the world is shut down, there are a few firms that understand the pain their customers are going through because of COVID-19. This is a time to help your customers and think long term. It has separated the boys from the men, and the leaders from the followers. Many are just copy cats. Delta … Read more
The world has been shut down globally while the COVID-19 is ravaging the world. Many of us are supposed to not leave our homes on a global basis. I want to help you make lemonade out of lemons. I have 2 free books on my web site you can download for FREE. Both books will … Read more
I am in the process of writing a new hardcover book for an expected release date of September titled “Relentless”. With Customer Service being my lifelong commitment, I figured my next step is to write a book about what I feel is the one trait most successful business owners and leaders need and that is … Read more
The biggest problem of many CEO’s is that they are not relentless when it comes to customer service. The exception to the rule is Tom Raffio, President of Northeast Delta Dental since 1990. I have been following Tom since 1990 and since I have known him one thing stands out to me and that is … Read more
As we enter 2020 I wanted to share some ideas on how you can personally become a Rockstar and develop a team of Rock stars. Great employees are valuable. I am taking the focus of this newsletter from my book Moving Up and wanted to share with you. As a New Year’s Gift, I am … Read more
There any many doors a customer enters, and many people the customer interfaces with, when one person screws up it impacts the entire customer experience. It first starts with Strategy. This is where most companies miss the mark. Many think they are in healthcare, retail, banking, insurance, government, etc. Very few realize they are in … Read more
Recently, Brook on my Leadership Management Team asked that I talk and write about this phenomenal company called…Chewy. I am glad she did as again, here is a company that stands out, became very profitable, and is focused relentlessly on Great Customer Service. Following are just a few of the questions that I feel are … Read more
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