by Alan | Aug 31, 2011 | Big Ideas, Engaging Employees, Unlocking Genius
Greetings. It's the end of August and most school systems across the U.S. and the rest of the world have already begun their new year. It's a time of great hope and anticipation as students of all ages meet new teachers, take on new subjects,...
by Alan | Aug 26, 2011 | Big Ideas, Compelling Value, Customer Experience, Engaging Employees, Unlocking Genius
Greetings. Earlier in the week I had the opportunity to give a presentation to an audience of Swedish retailers and other businesses interested in customer service. It was a interesting and engaging event held in an opera house and organized by my close friend...
by Alan | Aug 22, 2011 | Customer Experience, Just for Fun
Greetings. After a wonderful week in Italy a few additional thoughts stand out in my mind… First, customer service here is uneven–ranging from the remarkable warmth and hospitality of our innkeepers in Venice (whose lovely Bed & Breakfast I...
by Alan | Aug 18, 2011 | Big Ideas, Compelling Value, Customer Experience, Unlocking Genius
Greetings. It seems as though every place in Italy has its own museum. Big cities have dozens of museums of all shapes and sizes. And practically every small town clinging to a mountain top in Tuscany and Umbria has it own unique collection of stuff that...
by Alan | Aug 15, 2011 | Big Ideas, Compelling Value, Unlocking Genius
Greetings. As we boarded the plane in Stockholm for the short flight to Venice, I told our children that this was one of the most remarkable places I had ever had the privilege to visit. It's "one of a kind" I suggested, hoping that they...
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