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I just returned from spending a week in Almaty Kazakhstan helping KMF.kz the largest microfinance firm in Central Asia with 110 locations and 1771 employees

Many people do not love their government. Too much bureaucracy, lack of speed, poor hours and often unfriendly people. Most large cities in the US

Every organization screws up every week and probably every day. You have two choices. Focus on keeping the customer or let them defect. It appears

Employees are driven by recognition. They want to feel valued, loved and appreciated. The less they are paid the more important they receive this recognition.

I have been following service leaders for over 30 years. Too many firms spend a fortune on advertising trying to attract customers like Schwab that

During the next several months I will share this proven process and formula I have been helping leading organizations across the US and world master.

There are so many elements that make up the customer experience. To some, it is courtesy. To others its speed. To some, it is knowing

I started working with Tom Raffio of Delta Dental in 1990 with the Guarantee of Service Excellence when Tom and Bob Hunter implemented it on

Amazon just released its 2020 annual sales. I follow Amazon every day. Jeff Bezos is stepping down to become executive chairman and promoting Andy Jassy