Month: August 2011

A Tasty Meal of Strategy – The Triumph of Service Culture

My new book The Zappos Experience is at the printer and should be in stores thanks to McGraw-Hill, as scheduled in October.  During the time I worked with Zappos, I often heard the company’s CEO say “Culture eats strategy for lunch.”  I always loved the moxie of that sentence but initially cast it into the…

She held her brains in with her hands – Misperception Abounds

I was drawn in by a story that was shared on the radio by a typically reliable source. The announcer shared that recently a couple went to a business establishment and the wife waited in the car as the man engaged in an extended appointment. Upon returning to the car the man noticed his wife…

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article