The little things do matter

Imagine sitting captive on a plane for 5 hours knowing your cell phone battery is low. That means you will need to recharge as soon as you arrive. But you can’t spend the time to sit in the airport waiting for it to charge (once you finally find a power outlet). What...

Get your CEO on the phone!

The CEO’s natural habitat may be their office or a boardroom but, once in a while, every CEO should spend some time handling customer service phone calls. It’s a jungle out there… Let’s be clear. I’m not suggesting that your CEO should star in the popular CBS reality...

Your Secret Competitor: Amazon

Chances are that you aren’t in the business of selling shoes, handbags, and clothing. So it may come as a surprise to you to discover that you’re competing with Zappos. Oh, and Amazon, too. Whatever line of business or service you’re in, your customers will judge and...

Try walking in Zappos’ shoes

Here’s an example of why Zappos is the shoe-in…sorry, shoo-in…for the world’s best online retailer. When I recently purchased a pair of shoes from Zappos, I received an email informing me that they had decided to upgrade me to overnight shipping, free of charge. That...