Customers paying more slowly than usual? Yup!
A colleague passed along this article today, highlighting the collection problem in Corporate America, which is the worst since the 2001 recession. Maybe you need to hire this guy!
How to treat customers? Like guests.
Saturday's NY Times carried an interview with Alan J. Fuerstman, CEO of Montage Hotels and Resorts. His view of customer service and the incredible value of staff training and retention,…
The Game Changer
A recent book published by A.G Lafley, the CEO of Proctor & Gamble and Ram Charan, the globe-trotting uber consultant, called The Game Changer is all about the turnaround at…
Amazing Customer Service? Pay Employees to Quit!
Bill Taylor, the cofounder of Fast Company and author of Mavericks at Work, wrote a recent post about Zappos, the online shoe retailer that expects sales to top $1 billion…
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