How to get customer to be even more loyal than your dog

Here’s a great new book on how to create a business that drives customer loyalty: “I Love You More Than my Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Time and Bad” by Jeanne Bliss. In fact, I love the book more than my cat. Ok, not really –...

What makes Zappos culture so special?

1) Their absolute focus on finding the right people for the job. 2) Keeping the right people and letting the rest go. 3) Reinforcing/talking up the culture and living the culture. 4) Have you heard about the Zappos culture book (which is part of step 3)? When I heard...

Company culture and customer service

Good customer service…as a customer, you feel it when it’s good or when it’s bad. Within a business, employees can often feel good or bad customer service. But among management, that’s a different story. In your organization, who touches the customer? Who talks to...