This is the 1st article in a 3-part series where I share my interview with Zappos’ leader of training and development, Richard Hazeltine, as part of my focus on what it takes to create customers and employees positively fanatical … Read More
I have lived in my home for 8 years now. As embarassing as this may sound, I discovered just one year ago that I have a plum tree right in my front yard. One of my next door neighbors who … Read More
Since my kids are off on Christmas break, I had the opportunity to watch The Lorax (2012) with them. Even though I have seen this delightful movie many times, something struck me this time: What good does it do to … Read More
Employees are a company’s greatest asset – they’re your competitive advantage. You want to attract and retain the best; provide them with encouragement, stimulus, and make them feel that they are an integral part of the company’s mission.- Anne Mulcahy We … Read More
Caring managers love the teams they lead, and they are not afraid to admit it! I would like to counter many of the articles and blogs that talk about the landmines that might await managers who get too connected to their … Read More
So, you are looking at improving your customer’s experience? You hired a very capable individual to lead the way. Everyone is excited about the possibility of raising the bar on customer experience efforts. Then, your new leader … Read More