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…


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