Our thought leadership about how to make organizations successful has led to the following model: Moving from right to left,…
In our work, we talk about 6 P’s: Promise–It’s our commitment to the customer. Based on that commitment, we deliver…
President Truman, on more than one occasion, would refer to the concept that “The Buck Stops Here”. Indeed, he saw…
Last week, I became ill on the way home from a long trip to Asia. In fact, I saw a…
Recently I was asked to do a program on the future of Customer Service. One of the key concepts I…
A new article in the Boston Globe focuses on the affect that healthcare has on patients–even when they are sedated…
It’s interesting what you’ll experience when you visit different Chick-fil-A locations. Here are three examples I’ve recently found: 1. At…
Our thought leadership at World Class Benchmarking holds that the best-in-business organizations succeed because highly satisfied customers become loyal customers.…
While the film has yet to come out, the scene couldn’t be funnier. It’s a preview of Disney’s new film,…
Visited a doctor’s lab for a stress test today. Good news–the test went well. And the staff was really friendly…
