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Relentless – Customer Service the Only Core Principle

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

Free Books On Success During COVID- 19 Pandemic

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

Being Relentless, The #1 Trait for Success

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

Northeast Delta Dental – How Being Relentless Creates 70 Percent Market Share

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

What is Customer Experience?

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

The Power of Great Service – Chewy

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