“The customer is always right” has been a mantra for customer service for decades. Companies does everything they can to make their customers happy, they are in a bidding war with no winners. I believe it is time to rethink customer service before it kills your business. I want to use this article to discuss [...]

One of the great benefits of blogging is that you get to connect with people you would never meet in real life. David Burkus of the LeaderLab is providing this blog with his second guest post. If you want to read more from David, check out his previous guest post Lost in Definition or visit [...]

Have you ever visited a friend and when you are about to leave he grabs hold of your feet and begs you to stay. He even offers you another free beer or cake, or promises to behave. He didn’t mean to be rude or ignorant. He would even give you money to stay a little [...]

Providing good customer care is not enough anymore. Any company can huff and puff together a good customer service, but to be able to stand out in the crowd you need to go for more. You need to surprise your customers. You need to make your customer EXPERIENCE amazing. How do you do that? How [...]

Every achievement ever made started with one single person. Every motion starts with one person deciding to move forward. You got a lot of power to change the world around you and I want to explain how it works. It is actually quite simple. All we need to know is some basics. When it comes [...]