There are two keys to differentiating yourself from competitors. First, is to know in your bones that putting the Customer first is the right thing to do. The second key is to ask this ONE question every time you make a decision at the company: How will this affect...
Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. The new policy at Virgin allows new parents one year of fully paid leave following the birth or adoption of a child. With Virgin’s announcement on...
Many of us would like to know the secret to lasting happiness. Everyone has ideas of course, and not a few of them involve material items. But science might prove that it doesn’t. Dr. Thomas Gilovich, a professor at Cornell University, believes that material items...
Jeff Bezos said, “A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well.” Amazon’s tries hard to provide an excellent experience for their Customers. By consistently doing what it takes to build an excellent...
With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? Trend #1: Is it really getting that much better? The American Customer Satisfaction...
