Enforcement versus enrollment
On his podcast, Seth Godin, makes a brilliant distinction between the use of enforcement and enrollment to bring about desired behavior. Enforcement: the act of
July 24, 2023
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Exceptional customer service doesn’t happen by chance; it happens by choice
Last week I was interviewed for a customer service podcast. The host has authored several books on the topic and has an excellent reputation as
January 23, 2017
Make no mistake: Employees choose whether or not to serve
Do you work hard? When questioned publicly, an overwhelming majority of us will respond that, yes, we work hard. I’m not sure what the percentage
August 26, 2014
