Month: November 2011

The Power of Story – Betabrand

I was backstage  with Chris Lindland CEO of Betabrand recently at a Zappos All Hands meeting and I couldn’t help but conclude that he may have best demonstrated the power of an “engaging story.”  In fact, I would dare to say that for awhile his entire brand with a fable without a deliverable product.  Lest…

The Real Reason Your Team Doesn’t Trust You

Today’s guest post is by Mike Figliuolo, the author of One Piece of Paper: The Simple Approach to Powerful, Personal Leadership. Here’s Mike: Your team doesn’t trust you.  Honestly.  They don’t. Trust is key to effective working relationships; yet, as you climb the corporate ladder, trust seems harder to earn and easier to lose. What…

Intention is Fine but Where’s the Service?

You are going to have to indulge me for a moment because the following service breakdown story may initially seem like I’m venting but it is presented to highlights how “good service intentions” just don’t cut it . For me things did not start off well with a new utilities provider.  When I called to…

Customer Experience Then and Now!

I read the strangest things!  Right now, I am finishing a short book by P.T. Barnum entitled “The Art of Money Getting: Golden Rules for Making Money.”  I wasn’t attracted to the book because I need to make money (on that front I have been blessed beyond my wildest imagination), I picked it up because…

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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