Last year I did a little “field research” to improve upon my complimentary talk on “How to Attract, Hire and Retain Top Talent. It was eye-opening. I embarked on a three-month journey to see how companies actually did with the attraction part. I might say most failed miserably and I cannot say there was any one company that shined at this process. To really find out how compani ...

Common questions people ask me are usually the 5 W's and H of providing exceptional customer service (who, what, where, when, why, and how). My next several blogs will cover each topic in detail.

Who should provide exceptional customer service and to whom? "Oh, that's the customer service department." is what I hear, but it is not the customer service department. It is Read More...