Delivering On Your Promises
Many organizations make bold marketing promises. Few build the culture, people, and systems that can consistently delivery on the marketing promises. Top business coach, Kevin Lawrence, and I feature Mike…
First Hand Experience in Marketing
This summer I’ve been leading a series of Wednesday morning hikes up the BC Mountainerring Club Trail on Grouse Mountain. Grouse Mountain is located on the North Shore of Vancouver and is mountainous terrority covered with everygreen trees. Many people have explored this area and know it well. I recently asked my Vancouver contacts this question:
Customer Service Leadership at ISM-BC
At Zappos, customer service starts at the top. Like Zappos, another example of customer service leadership is ISM-BC. Gary Rasmussen built ISM-BC from a start up to $500M in revenue on customer service excellence. He writes:
Wowing the Customer at Furniture.Com
Bob Garlick of Garlick Marketing sent me an article from Fast Company on The Customer Experience. The first part of the article talks about Dell, but it was the section on Furniture.Com that caught my eye.
Zappos Delivers More Than Shoes
Zappos is an online shoe retailer with a difference -- they are fanatical about customer service. Customer service is such a core value at Zappos that they only hire people…