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Speaking Tours in Georgia and Azerbaijan

I just returned from speaking tours in Tbilisi, Georgia and Baku, Azerbaijan. Both are beautiful countries. Nice people and great food. This is my first visit to both countries. Georgia is on the Black Sea right beneath Russia, and next to Armenia, Azerbaijan, and Turkey. The government of Georgia and their Tourism Administration invited me … Read more

Amazon and Home Depot 2021 Annual Reports

Two service leaders worth following are Amazon and Home Depot. You can learn a lot from their annual reports. I believe you learn from the best. Two firms worth benchmarking yourself against. Your leadership team should study the thinking and execution of plans laid out in the report. Amazon Andy Jassy President and CEO Andy … Read more

Vail Like Nothing on Earth is Losing its Brand

I have been skiing in Vail Colorado for about 45 years now. George Gillett Jr. bought Vail Resorts in 1985 and sold the resort in 1996. The first time I met George I asked him what he does, He said,  “I am in customer service.” Later I found out he was the owner. He built … Read more

Warren Buffett on Success and Customer Experience

Warren Buffett on success and customer service and the customer experience. About 16 minutes and worth your time. Buffet is one of the most successful investors and wealthiest people in the world. He is 91 years old and has no plans to retire. His net worth is over $107 billion. In January 1980 I released … Read more

KMF, Microfinance Focusing on the Service Strategy in Kazakhstan

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 drive a service culture. It is always exciting to see a leadership team excited about mastering the Proven Process for creating a Service Culture. They understand this is all about … Read more

City of Moscow is a Service Leader

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 are poorly managed. Most lack customer service. More concerned about politics than their customers, taxpayers and citizens. This is true in most large cities in the world. Moscow is light … Read more

Service Recovery Critical to Keeping Customers

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 most large firms have unlimited marketing money so they believe that it really does not matter. Frederick Reichheld at Harvard Business Review has research that shows if you can reduce … Read more

The Service Strategy

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 have awful service. Every few weeks they run a full-page ad in the Wall St. Journal that probably costs about $50,000 for each issue. They should spend the money training … Read more

Proven Process for Driving a Service Culture

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.  Some use just my service strategy seminars. Others use our leadership courses to help create a service culture. Some prefer to start with our Certification Seminars, books and training programs … Read more