2013.06
Memo to the modern COO -
Why is it so hard for organizations to understand what Tony did with customer service at Zappo's? Instead of measuring the call center on calls answered per minute, he insisted that the operators be trained and rewarded to take their time and actually be human, to connect and make a difference instead of merely processing the incoming.
2013.05
What does your brand stand for? -
Make a list of the differences and the extremes and start with that. A brand that stands for what all brands stand for stands for nothing much.
You should buy the book -
There are authors and actors who only show up when they have something to sell, who hit the road to briefly entertain us, pitch us and then leave. If you love their work, then by all means, buy it! But the frequent blogger is here for another reason.