I recently heard a distinction that stopped me in my tracks: the difference between customer service and
October 20, 2025
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July 22, 2024
The Power of Referrals in Business
Many businesses depend almost exclusively on referrals. A few come to mind right away: real estate agents,
June 24, 2024
Unlocking Customer-Centricity: Five Models to Transform Your Business
It is one of my mantras: “Whoever owns the voice of the customer owns the marketplace.” As
June 17, 2024
The Art of Customer Service: Learning from Luxury
In the world of fine dining, service is an art. It’s a testament to the power of
December 11, 2023
The Strategic Power of Customer Relationships
The voice of the customer is everything. It should be a primary focus of your strategy. It
May 24, 2022
Extreme Customer Focus
The only sustainable competitive differentiator left to many businesses today is creating a culture of continuous innovation
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