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I have attached my highlighted copy of Amazon’s 2022 Annual Report. If you only read the yellow highlights, it will take about 5 -7 minutes.
I am working with the government in Zambia to help them become the most customer-centric and most powerful economic power in Africa by focusing on
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
Every year I highlight Northeast Delta Dental. This is an insurance company based in New Hampshire, Maine and Vermont (Every 4 years, anyone running for
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.
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.
When COVID hit the world in March 2020 the world was shut down, and customer service vanished. Was it because of COVID or because companies
We like to bash the government, but I think recognition and applause are needed when we encounter awesome service. I was on the public tennis
Service Quality Institute is spending a lot of money and time upgrading our programs, so you have the best material in the world to use.
Most organizations are reluctant to spend the time and money training their employees on customer service. In the world, most employees are young. Employee turnover
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