Inspiring initiative
Two weeks ago we received a late spring snowstorm that left several inches of snow on our back deck. Because my teenage son was hosting
April 22, 2019
Blog
Read More »
You don’t have to be a B Corp to have a purpose
In recent years, I’ve read a number of articles that attribute the rise in B Corps to organizations’ desire to be seen as interested in
February 25, 2019
Comcast is making customer experience its best product
Last week I had the privilege of traveling to Philadelphia to visit the newly-opened Comcast Technology Center where I was joined by a cast of customer
October 26, 2018
Machines can’t smile
Earlier today I stopped by my local supermarket to pick up a few things. After crossing everything off my list, I headed toward the registers.
May 25, 2017
The real purpose of a business
After a recent presentation where I emphasized the importance of employees being aware of their purpose – their highest priority – at work (which, for
April 8, 2017
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
Dispassionate About Poop
Yesterday, on the way home from the orthodontist, my 15-year-old son, Coleton, and I were discussing his plans for the day, which included a handful
July 13, 2016
Esprit de corps in action
The French term “esprit de corps” means a feeling of pride, fellowship, and common loyalty shared by members of a particular group. I’ve been thinking
April 7, 2016
The cure for ignorance is awareness
My customer service philosophy is predicated on the truth that exceptional customer service is always voluntary. Employees don’t have to deliver it, and most don’t.
April 5, 2016
