We’re very pleased that ASTD Press has made available our book, Lead With Your Customer, in Chinese. It’s one further step we want to take to make our products and services available to all of our international clients, in this case, those in the Asian market. It’s available to order on Amazon. We’ve had a … Read moreLead With Your Customer–In Chinese!
The Setting says much about the culture at Zappos. In July of 2011, we were in Las Vegas hosting an Executive Session for SHRM. While there, we had a chance to visit and go behind the scenes with the Wynn Hotel, Whole Foods, and The Las Vegas Convention & Visitor’s Authority. All were terrific. It … Read moreWould You Hire This Person In Your Business?
Recently while doing programs in the U.K., I boarded a train heading back to Heathrow Airport. While awaiting the train, I noticed the following sign: “Mind the Gap”. It serves as notice to passengers of what is sometimes a significant gap between the train and the platform. Coined around 1968, the phrase has since been … Read moreMind the Gap
Note: We don’t usually do too much poetry in our work, but this one really expresses our experience in providing service netting (a proactive approach to creating service excellence) instead of service recovery (a reactive policy for handling customers when things go wrong). Using a different metaphor, we think you’ll understand that it’s better to … Read moreThe Dangerous Cliff
Transform Culture and Brand into World-Class Excellence We’ve combined our extensive experience, thought leadership, and hundreds of best-in-business examples to create a comprehensive resource for achieving organizational excellence. Written with my business partner, Mark David Jones, and with a forward by Lee Cockerell, former Executive Vice President of Walt Disney World, you’ll find great solutions … Read moreNew Book: Lead With Your Customer