Reed Hastings, CEO of Netflix, once said: “Never tolerate brilliant jerks. The cost to teamwork is too high.” When hiring a new team member, we

Jack Welsh once said: “If you don’t have a competitive advantage, don’t compete.” Organizations that ‘get it’ have a clear competitive

You have a great team, harmonious culture, and a proven customer serving strategy. What could go wrong? Frankly speaking... shit happens. However, any

The quickest and easiest way to improve your customer service is to empower your team. Your customer service team members should never have to escalat

Every company on the planet says that they value customer service and “go the extra mile” to satisfy their customers. Sadly, very, very few actual

Being able to measure success is key to getting things done. Humans love to keep score. Walk into any manufacturing facility in the world and one of t

When it comes to business goal setting, I'm reminded of some very basic quotes from an eclectic bunch of people... Steve Martin once said: “Be so g

Whether it's personal or business goals you're chasing, the process of getting sh** done is the same. Like everything I do, the process to reach your

The biggest leadership fault I see everywhere I go is a leader’s ability to see: Which team they are on Who is accountable Sympathy vs. empa

According to the American Marketing Association, the definition of marketing is “the activity, set of institutions, and processes for creating, comm