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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 Relentless – Customer Service the Only Core Principle

In the Era of COVID -19 Customer Service has Vanished

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 In the Era of COVID -19 Customer Service has Vanished

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