>The second edition of my book, Unleashing Excellence: The Complete Guide to Ultimate Customer Service, co-authored with Dennis Snow was recently released. You can find it in bookstores or at http://www.amazon.com/ and http://www.barnesandnoble.com/. We believe this book will help speed your journey to service excellence as it offers additional tools and approaches developed since its original [...]

>After weeks of stalling, I finally went out this past weekend to purchase a new computer and a new phone. Both rather challenging purchases because with all the various options and features on each product, I knew it would be a difficult decision in both cases. The first stop was Verizon Wireless early Saturday afternoon. [...]

>I was just sent a wonderful blog that came from the Journal of Wawa CEO Howard Stoeckel. Values Day to Remember  Wawa is a chain of highly specialized convenience stores located over a 5 state area in the upper northeast United States. The company’s first store was opened in 1964 and their core purpose is [...]

>In the fight for customers, businesses today are looking to cut prices, innovate processes and spend money on advertising to woo you to come purchase from them.   KMart and JC Penney have already announced they will be spending more advertising dollars this holiday season on marketing their low prices and great buys. In fact, they are [...]