Month: August 2012

Shouldn’t You be Shadowing Your Customers? Whys, Whats and Hows for Success

Have you ever been shadowed?  Have you ever shadowed?  I am talking about customer shadowing of course and if you are not doing it, you might want to add it to your toolkit. Imagine not only asking your customers what they want or need from you but also getting permission to watch your customers as…

The Basics for Delivering Customer Value

How often do you say “no” to a lucrative business opportunity?  I have come to believe that excellence requires a willingness to pass on those opportunities where you are likely to be mediocre, or where those new opportunities will take your focus away from where your attention is needed to maintain or achieve excellence. That…


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