Leadership matters. Just ask the employees. They often know more than their leaders know about leadership in their workplace. I was working with a mid-priced car manufacturer to institute a company-wide customer experience (CX) initiative. The plan was to make quarterly visits to several dealers for one year. I would do individual interviews with managers, […]
Is “Service Roulette” Driving Customers Away from your Business? While attending a recent conference in Las Vegas, I decided to chance some of my hard-earned money and time at the roulette table. I placed my chips on various numbers and watched as the croupier spun the wheel. Sadly, I did not win, which I kind […]
Can You Afford to Lose Customers because of Blue Rules? My daughters were born three years and two days apart, one on January 28th and one on January 30th. A local restaurant has a birthday promotion. If you come in on your birthday, your meal is free. Now, because our daughters’ birthdays are on the […]
