High-tech, High-Touch Customer Service

Most customer service books focus on either online or offline experiences. Finally there is a book that is relevant to both. I have read hundreds of customer experience books and Micah Solomon’s first book, Exceptional Service, Exceptional Profit, is by… more >


“Is your customer experience making you money?”  Instinctively, business leaders know that customer experience matters because it drives performance.  Companies are increasingly recognizing the need to integrate a deeper understanding of their customer throughout the organization.  Customer satisfaction and loyalty… more >

I Love You More Than My Dog

I Love You More Than My Dog

About the Book Do your customers love you?  (Not just like you, but love you and are vocal and passionate about it?)  According to author Jeanne Bliss, they will if you follow five guiding principles.  In her book, “I Love… more >

Exceptional Service, Exceptional Profit

Authors Leonardo Inghilleri and Micah Solomon are right!  Exceptional service does lead to exceptional profits.  In this gem of a book, they offer solid theory and practical tips that can make your organization a service powerhouse.  Whether you’re the chief… more >

Spend Shift:

In the new book, Spend Shift: How The Post-Crisis Values Revolution is Changing the Way We Buy, Sell, and Live by John Gerzema and Michael D’Antonio, the authors discuss findings from Young  & Rubicam’s ongoing BrandAsset Valuator survey. The results… more >

Wired to Care

Watch out for corporate iguanas! Their brains are focused solely on survival. They do not think or feel; they only react quickly to basic stimuli. As the Director of Operations for Prime Performance, I spend a lot of time thinking… more >

Lead With Your Customer

What makes some companies consistently successful? They deliver a great experience to every customer all the time, according to authors Mark David Jones and J. Jeff Kober. Jones and Kober should know. These Disney veterans now are the top officers… more >

The Ones to Read

In America, we have a surplus of books claiming they can turn any business into a service powerhouse.  This trend is quite evident if you’ve ever glanced down the aisle of business success books in your local bookstore – trust… more >