What’s in a Tag Line?
Greetings. I'm in the process of buying my car off of …
How Well Am I Doing?
Greetings. We all know that customer support is an important …
Mobile Lives
Greetings. For a country of nine million people, Sweden is very …
When On Time Isn’t Enough
Greetings. The Swedish National Railway–known as SJ–is a model of on-time …
Where Everybody Knows Your Name
Greetings. Many of you will recall the theme song for the …
At Your Service
Greetings. Earlier in the week I had the opportunity to give …
Notes From Italy
Greetings. After a wonderful week in Italy a few additional thoughts …
More Lessons From Summer Camp
Greetings. It's the last week of July and once again our …
A World of Customer Service Ideas
Greetings. Many thanks to all of you who participated in my …
Verizon Webinar Series
Greetings. I'm often asked if I give any "public" presentations on …
Inventing Poor Service
Greetings. I can only assume that the folks at Best Buy, the …
Doing the Opposite
Greetings. On a recent drive, our daughter Carly and I were …
