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anjana's picture

Why Amazon Is Leaving Legacy Retailers in the Dust

From: knowledge.wharton.upenn.edu Via: twitter.com 1) It’s not the product; it’s the experience. 2) Amazon is annihilating the competition with
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forbes's picture

Avoiding Turbulence: How Better Business Processes Can Help Airlines Manage Disruptions

When bad weather or other external forces transform a normal day into a disruption, a carrier’s brand and customer promise is on the line, affecting profitability and even employee morale.
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Ron Kaufman's picture

How to create loyal customers and brand evangelists in the travel and hospitality industry

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. This post makes the same point, but for the travel and hospitality – one of the most [...] The post How to
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johnsullivan's picture

Why Your eNPS Makes A Difference

Net Promoter Score or NPS was developed as a means to measure customer loyalty more quickly and accurately. But HR can use it to measure the same things among your workforce. In a Harvard Business Review article the creator of the system, Frederick
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ron's picture

How to Leverage Every Meeting to Build an Uplifting Service Culture

Steris provides sterilizers, sterile processing equipment, operating room surgical equipment, emergency room equipment and other medical device sterilization equipment. As a manufacturer with technicians working onsite in health care facilities,
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davecrenshaw's picture

5 Surprising Small Business Lessons from Book Titles (Only)

Enhancing your personal and professional growth with business books is one of the most invaluable things entrepreneurs can do. But with a packed schedule chances are you’re throwing in the towel after only a few chapters. And that’s something Chaos