Recovering Business Trust: Listen, Admit, Apologize, Fix
This will be my third and final installment on what has become a mini-series about trust and business. Over the past couple blogs, I reported a trust gap, emphasized the need to extend trust to customers, and outlined an initial list of qualities possessed by trustworthy leaders. This week I’ll look at one of the…
Customer Value: Expanding Across the 12 Standard Forms of Value
Great leaders often ask me to help them create “customer value”, while others ask me to help them create “profit.” For me, the only way to generate sustainable profit is by developing a core competency for customer value creation. Chasing profits is a tiring and stressful endeavor – creating value is an innovative and energizing pursuit.…
Customer Resolution 2017 – Perfect Experiences
I am proud to say that Horst Shultze, the founder of the modern-day Ritz-Carlton Hotel Company, has been a mentor. One day, I was asking Horst about a client of mine that was struggling to engage customers. As I presented the challenge to Horst, I explained the efforts the company’s leaders had exerted to, “improve…
FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
