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14 Amazon Leadership Principles and Why They Matter

Amazon delivers the best customer service in the world. Everyone should benchmark themselves against Amazon if they want to become customer-centric. I would encourage you to read these 14 Amazon Leadership Principles and learn from the best. Colin Baker from Leadership Staff expanded on the 14 principles. Last year Amazon had sales of  $514 billion. … Read more

Build Rapid Sales Through a Service Strategy

3 Core Ways to Grow Your Business Borrow $10-20 million for capital renovation. I am sure your local bank has very low-interest rates and would love to borrow you unlimited money. Spend $50,000 -100,000 a month on advertising and marketing. There are probably 1000 different places that offer advertising options that all would love your … Read more

9 Principles for Driving a Service Culture

Delivering awesome customer service involves 9 principles. Customer service is not complicated. It is the execution of some fundamentals that make a huge difference. It must start at the top and involve every employee. Remember that 99% of customer contact with your employees is with your front-line employees. Relentless Strategy Focus on strategy. You must … Read more

Empowerment: The Backbone of Great Service

Empowerment is critical to any organization that wants to be a Service Leader. It is the most difficult skill to teach and get employees to use. Empowerment means all employees have to make fast decisions on the spot in favor of the customer. The fear is that an employee may give away the store. The … Read more

Statistics of a Strong Service Culture

There are so many financial benefits to creating a real service culture. You dramatically increase the value of the business. Significantly more than any competitor. Sales will be light years ahead of your competition. Market share will have a dramatic increase. With COVID finally going into hiding it is time for organizations to dramatically improve … Read more

Ethiopian Airlines Soon to be the Most Customer-Centric Airline in the World

I was in Ethiopia for 6 days in November doing service strategy seminars for the Ethiopian Airlines leadership team, key employees and the executive team. They want all their employees to be Customers Oriented, Not Task Oriented. About 2,500 employees attended my seminars in their 500-seat auditorium. We then trained 50 selected leaders to facilitate … Read more