Posts in Category of: Customer Service

Connecting with Your Customers, Longhorn cuff links, big data

The Value of Connecting with Your Customers

August 12th, 2016  |  Published in Customer Service

Big Data, Small Touches If you’re a road warrior like me, you appreciate the little things that make business travel tolerable. I travel on business a couple of times every …

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Good Guy, Bad Guy

November 12th, 2013  |  Published in Customer Service

Janet and I were in Santa Fe with our friends Georgia and Tom Davis. While there, we enjoyed some great restaurant experiences and one notably bad one. These experiences are …

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Mary Kay 50th Anniversary: The Bumblebee that Could

September 24th, 2013  |  Published in Customer Service, Leadership, Organization Health

Mary Kay Ash launched her cosmetics business 50 years ago this month, using her life savings of $5,000 to start her company in a 500-square foot industrial storefront in Dallas. …

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Batter Up!

March 12th, 2013  |  Published in Customer Service, Problem Solving, Strategic Planning

Spring training has begun for major league baseball. Every team starts the year focused on the same objective: become a World Series champion. To win it all, teams must win …

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Steve Jobs’ 4 Questions for Apple

November 2nd, 2011  |  Published in Customer Service, Reputation

Steve Jobs wanted to change the world. He did. His vision, tenacity and “one more thing” approach transformed not just one industry – a feat most leaders would consider remarkable …

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trust gap

The Trust Gap

August 7th, 2010  |  Published in Customer Service, Leadership, Organization Health, Problem Solving

In the 1960s, 70 million children from the post-war baby boom became teenagers and young adults. Concurrent with this phenomenon – or perhaps because of it – cultural change accelerated …

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Seven Words You Can’t Say

March 2nd, 2010  |  Published in Conflict Resolution, Customer Service, Problem Solving

Comedian George Carlin was known for mixing observational humor with larger, social commentary. His groundbreaking 1972 album “Class Clown” featured his most famous monologue, “Seven Words You Can Never Say …

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