Must Read Book by Tom Peters

Tom Peters latest book “Re-imagine! Business Excellence in a Disruptive Age” is a must read for any wanting to make a real dent in the business world. Peters is willing to say he’s “mad as hell” because “pissed off people” is...

Book Recommendations Sept 2005

1. Passionate & Profitable: Why Customer Strategies Fail and 10 Steps to Do Them Right By Arussy ****4stars – very practical ideas and exercises for how to orient your business for success — some ideas my seem radical compared to ‘business as...

Employees Make or Break Your Business

I’ve been thinking a lot lately about the value of employees – and how when they are satisfied your business flourishes. Employees (and especially those that interface directly with your customers) can make or break your business. Recently I read that...

Customer Experience Management

I love the concept “Customer Experience Management.” Focusing on the customer experience with an organization (customer touchpoints). Thinking about what the company needs to offer, and then what the customer in turn will offer (much more than cash). And...

Customer’s Don’t Grow on Trees

I recently read this article in Fast Company, written by some of my favorite thinkers and writers in the Customer Relationship space – Peppers & Rogers. Many companies want to be or believe they are focused on the customer – but practically many are...