Bridgestone Puts “The Boss” at the Center of Its Business

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You might think it fairly odd that an organization as large as Bridgestone Retail Operations (BSRO) would put “Bosses” at the center of their business, but it makes sense. The entire Bridgestone organization refers to its customers as “The Boss.” … Read More

What My 13-Year Old Taught Me About Being Trustworthy

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  Do you know who you can trust? Can you be trusted? Merriam-Webster’s online defines Trustworthy as:   Just recently, trustworthiness became a big issue with my daughter. If you have read my previous posts on the lessons I learn … Read More

4 Ways to Truly Listen to Your Customers

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  Have you ever been a customer who felt like no one cared to listen to you? Whether we are talking about internal or external customers, there are some very clear ways you can show them that you are listening … Read More

5-Step Process Saves Most Any Customer Relationship

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I often tell people that customer experience, customer service and customer relationship management are really mostly about having the right processes in place to support the customer’s journey. Below is a 5-step process I have used hundreds of times over … Read More

Want to Be Nordstrom-like? Are You Up To It?

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I recently spoke with a prospective client who told me that his organization was aiming to be the “Nordstrom” of their industry. In my position, I hear this a lot. To be clear, getting to be the Nordstrom of any … Read More

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