Where do you think you are? Nordstrom?
Have you ever wondered what the difference is between an exceptional customer service provider, like Nordstrom, and a typical service provider, like Toys”R”Us? First, consider
December 15, 2010
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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
Answer the call of service
Last weekend, my 7 year-old was the ring bearer in a family wedding. It was a formal outdoor wedding that required Cooper to wear a
July 10, 2010
Mood killer
Last weekend marked the grand opening of Sprouts Farmers Market in Aurora, CO. The parking lot was teeming with cars so I dropped my wife
March 1, 2010
Who’s more important: the division president or the customer?
In an earlier post I asked the question, “Why is it okay to behave indifferently toward customers and roll out the red carpet for the
October 13, 2009
