Yesterday, I had a disastrous experience with a plumbing company that

promotes itself as, “The Punctual Plumber”. They were selected because of an appealing brand promise—a promise that was not kept.  I’m sure that this company’s inbound marketing program, the script used by its out of state call center, a well practiced and obviously mandatory...

Researchers have proven that behavior is influenced by attire.  For example

, students improve academic performance and get into less trouble after school, when they wear school uniforms.  Esprit de corps in the Canadian military suffered when the Government tried to economize by standardizing army, navy, and air force uniforms.  Traditions associated...

Blue Mountain Ski ResortIntrawest found themselves lagging behind the

competition in a new market.  Since acquiring the property, ski hills and facilities had been upgraded to world-class standards.  In spite of a  multimillion dollar investment, no significant gains were being made in their customer satisfaction metric.  Our bid to help them achieve...

There is a growing understanding of the need to delight customers who,

They know that in order to delight customers they must meet the ongoing needs of each contributing link; funding partners (banks and investors), external partners (suppliers, distributors, and other contractors), and internal partners (employees, supervisors, managers, and executives).  If any part of the chain’s needs go unmet, the flow of human...