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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 to CEO. Andy was CEO of Amazon’s cloud business (AWS). Sales with AWW were $45.4 billion in 2020  with an operating net income of $13.5 billion. This is business to … Read more

Customer service is not very hard. I think very few firms really try. There are 4 doors you need to use. Door One your physical location. This is the most expensive. Your business need to have hours convenient to the customer. Few firms do. Most banks are open hours and days convenient to the owner … Read more

Most firms this year have eliminated or cut back on customer service. This is a serious mistake and an opportunity for you to grab market share and sales. Everyone is avoiding customers. Phones and are not answered or it takes 5-20 times longer than normal. The offices are closed. Vail Resorts I always considered a … Read more

Customer service in the US has reached a new low. Frankly it is getting worse each week. You’d think with all the closed businesses due to the pandemic that the companies that are struggling would be so much more aware of their customer service.  The problem is almost all CEO’s believe they provide great service … Read more

In my book Relentless, I talk about what happens if you are not relentless. Relentless has to be a lifetime commitment. A focus on customer service can’t be an add-on. If you’re going to be successful, you’ve got to be “Relentless”, today, tomorrow and for all time. In May 2003 I invested $1,000 in 9 … Read more

My new hardcover book, Relentless will be released in September or October. The cover is below. With the pandemic, customer service has been put on the back burner for most US firms. Customer service is the worst I have seen it in 40 years. After months of a lockdown you would think firms would be … Read more

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 lifelong commitment, I figured my next step is to write a book about what I feel is the one trait most successful business owners and leaders need and that is … Read more

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. Great employees are valuable. I am taking the focus of this newsletter from my book Moving Up and wanted to share with you. As a New Year’s Gift, I am … Read more

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. It first starts with Strategy. This is where most companies miss the mark. Many think they are in healthcare, retail, banking, insurance, government, etc. Very few realize they are in … Read more