September 2023
14 Amazon Leadership Principles and Why They Matter
August 2023
Build Rapid Sales Through a Service Strategy
July 2023
9 Principles for Driving a Service Culture
June 2023
Blueprint to Become a Customer Service “Rockstar”
May 2023
Amazon’s 2022 Annual Report – The Most Customer Service Driven Firm in the World
April 2023
Zambia: The Most Customer-Centric Country in Africa
March 2023
Empowerment: The Backbone of Great Service
February 2023
Northeast Delta Dental: A Relentless Customer-Driven Role Model
January 2023
Benefits of Creating a Service Culture
December 2022
Ethiopian Airlines Soon to be the Most Customer-Centric Airline in the World
November 2022
Has Customer Service Disappeared Because of COVID?
October 2022
Awesome Service from the US Post Office
September 2022
New Programs and Upgrades of our Customer Service Programs
August 2022
Is Training Employees on Customer Service Really Necessary?
July 2022
Why is Great Customer Service So Hard to Find?
June 2022
Speaking Tours in Georgia and Azerbaijan
May 2022
Amazon and Home Depot 2021 Annual Reports
April 2022
The Power of Service Recovery
March 2022
Vail Like Nothing on Earth is Losing its Brand
February 2022
Two Service Leaders Who Own and Dominate Their Markets through a Service Strategy
January 2022
Warren Buffet on Success and Customer Experience
December 2021
Remember and Using a Customer’s Name
November 2021
Service Leaders – The Power of the Service Strategy
October 2021
KMF, Microfinance Focusing on the Service Strategy in Kazakhstan
September 2021
The City of Moscow is a Service Leader
August 2021
Service Recovery Critical to Keeping Customers
July 2021
Reducing Employee Turnover and Motivating Employees for Excellence
June 2021
The Service Strategy
May 2021
Proven Process for Driving a Service Culture
April 2021
The Magic of the Customer Experience
March 2021
A Relentless Model Starting 1995-2020 Using a Service Guarantee
February 2021
The Hidden Secrets of Amazon’s Success Everyone Should Practice
January 2021
Make it Easy for Someone to do Business with You
December 2020
Merry Christmas and Happy New Year
November 2020
Relentless Customer Service Pays Off
October 2020
Seven Steps on How to Survive the Covid-19 Sales Downturn
September 2020
Customer Service Role Models 17 Years Later
August 2020
Be Relentless – Make Customer Service Your Core Principle
July 2020
Relentless – Customer Service the Only Core Principle
June 2020
In the Era of COVID-19, Customer Service has Vanished
May 2020
Covid-19 Service Leaders: Delta Airlines and Allstate
April 2020
Invest in Your Mind to Move Up and Cash-In
March 2020
Being Relentless, The #1 Trait for Success
February 2020
Northeast Delta Dental – Being Relentless Creates 70 Percent Market Share
January 2020
A Step-by-Step Guide to Creating Your Success Moving Up
December 2019
What is Customer Experience?
November 2019
November Service Recovery
October 2019
Get Over Happy Customers with Empowerment
September 2019
How a Small Insurance Company uses their Service Guarantee to Increase Revenue 7 Times
August 2019
Auto Insurance…The Need for Speed
July 2019
The Power of Great Service
June 2019
Customer Service Leaders Financial Returns
May 2019
The 6 Elements of Superior Service
April 2019
Why is being “Relentless” Critical to Creating a Service Culture?
March 2019
Health Care run by Robots vs. The Mayo Clinic
February 2019
How a Small Insurance Company has 70% Market Share in New Hampshire
January 2019
New Improved Website for Service Quality Institute
December 2018
Focusing on the Customer Experience
November 2018
Why it’s Almost impossible to Implement a Service Culture Plan
October 2018
If you invested $1,000 in Amazon 20 years ago, how much would you have now?
September 2018
Why is Empowerment So Difficult to Use?
August 2018
What Causes Employee Turnover?
July 2018
Does Good Service Get You Into The Game?
June 2018
What Do You Do When Mistakes Happen?
May 2018
Service Recovery and Handling Irate Customers
April 2018
$4 Billion Acquisition, Lousy Service and Burning Millions on Advertising
March 2018
The Apple of Banking – An Amazing 2017 for Metro Bank
February 2018
The Power of a Service Guarantee…
January 2018
What are the Financial Returns by Focusing on a Service Strategy?