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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

As we enter 2020 I wanted to share some ideas on how you can personally become a Rockstar and develop a team of Rock stars.

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.

Every organization makes mistakes. Things go wrong every day regardless of how good or committed you are. Service Recovery is how you salvage a problem

The backbone of great service is empowerment. My definition is for any employee to make a fast empowered decision on the spot in favor of

I have worked with Tom Raffio, of Northeast Delta Dental, since April 1990. Back then he and Dr. Bob Hunter implemented a radical Guarantee of

In 2017, Ping An, China’s second largest insurers and the biggest non-state-owned company by revenue, rolled out a “Superfast Onsite Investigation” system — enabling policy

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,

For over 30 years I have been reading the financial annual reports from Service Leaders. I find that some annual reports are full of smoke