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SUPPORTING THE BRAND PROMISE: 5 ESSENTIAL LESSONS
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....
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DRESS CODES POSITIVELY IMPACT EMPLOYEE PERFORMANCE AND THE CUSTOMER’S...
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...
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SERVICE EFFECTIVENESS IS DETERMINED BY THE CUSTOMER’S PERCEPTION OF VALUE
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....
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LEADERSHIP:THE SERVICE “PARTNER CHAIN”
The Service "Partner Chain" There is a growing understanding of the need to delight customers who, because of global trade patterns, have more options than ever before to take their business...
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