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What does it take to be a Customer Service Leader?

I marvel at the endless publications of the self-help books that are published year after year. I mean, the information is out there, all the tricks in the books are available for anyone to miraculously lose weight, get in shape, think positive, be a better person, get rich, etc., the “how to” information is readily … Read moreWhat does it take to be a Customer Service Leader?

What are the Financial Returns by Focusing on a Service Strategy?

In May 2003 I invested in 9 service leaders for $1,000 each. I wanted to see what would be the financial returns by firms that were focusing on customer service. What I didn’t understand 14 years ago, is several firms would lose their focus. Here are the results with the leaders at the top and why … Read moreWhat are the Financial Returns by Focusing on a Service Strategy?