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?