Purpose-driven Q&A
Q. Steve, in your latest blog post, you asked: “Do you have any employees who perform incomplete work or avoid undesirable work entirely? If so,
July 14, 2016
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Unconditional service
Yesterday, while channel surfing for a college football game, I stumbled upon the reality show Undercover Boss. The episode featured Popeyes Louisiana Kitchen’s Chief Talent
October 7, 2012
XFINITY customer service: Posture versus performance
When it comes to serving customers, most companies are more concerned with posture than performance. Posture is based on what companies say they do—a stated
March 18, 2012
Posture versus performance
When it comes to serving customers, most companies are concerned more with posture than performance. Posture is based on what companies say they do, their
September 8, 2010
Pygmalion in service
If you studied management anywhere along your journey, then you may recall the seminal Harvard Business Review article by Sterling Livingston titled Pygmalion in Management.
August 1, 2010
