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In today's marketplace, customer service is more important than ever, and therefore, the value of good customer feedback is also heightened. When customer feedback leads to customer dissatisfaction, you have a problem. Here are 3-rules to follow to avoid the trap. Read More

Customer service is an integral component of customer loyalty. Following is the formula for getting it right. Read More

A core competency of every organization is to be strong problem solvers. But why is it that some problems are so often avoided, go unnoticed and not solved? Read More

On August 12th, BestBuy, the multinational consumer electronics giant faced a “too good to be true” challenge. In error, they posted a 52 Samsung Digital TV for sale at $9.99 on their website . On the surface, this is a simple story. Yes, a too good to be true story. However, there are several additional currents that should be challenged and inve Read More

In life, two constants exist - entrances/hello and exits/goodbye. In fact, the hello - goodbye relationship become the bookends of life, our gatherings, our careers, and our conversations. Each is unique. Each serves its role. Each has a specific purpose. But are they truly equal in their intent and impact? Read More

In my book Without Warning, I present that C-Level Executives often are at a disadvantage to understand their organizations and how they really work. When this occurs, Silent Problems tend to form, which commonly morph over time, eventually becoming toxic in nature. So what was initially just a problem becomes a significant problem with unintended Read More