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Deliver a Service Culture and Customer Experience so Positive that Your Customers Fall in Love with You

In 1980 I released Feelings the world’s first customer service program based on a very simple concept. When you treat a customer like a king or queen they come back, spend more with you, and bring their friends. This is the foundation of great customer service.  When customer service is poor customers don’t come back … Read more

Elon Musk – The Richest Man on Earth

Last month I finished reading the 670-page book, Elon Musk by Walter Isaacson. A book worth reading. When I read a book I highlight the key ideas and mark outstanding ideas with a star. Then I rate the book and put down the date I completed the book.  (This was October 29 and I rated … Read more

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

Two Service Leaders Who Own and Dominate Their Markets Through a Service Strategy

Very few companies understand the power of the Service Strategy. It is the most powerful tool for rapid growth. market dominance and record sales and profits. In the US most firms believe they deliver awesome service and almost no one can name even 5 service leaders. Many spend a fortune on their stupid customer satisfaction … Read more

Remember and Using a Customer’s Name

Customer service has many elements that allow you to deliver superior customer service. I believe your name is a precious possession and when a company uses your name it elevates the customer experience. People value their names and the capital they bring to any conversation, interaction, or relationship.  People love to hear their names.  More … Read more