Tag Archives: service experience

Truth #2: Someone has to pay for it


Service excellence must be funded in some way. Either find a palatable way to charge your customers more, reduce costs while improving your service experience, or get customers to do some of the work for you. Case: FedEx By empowering …

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Leadership as Human Buffer


Business Week recently described how Marvin Ellison, Home Depot’s newly-minted Executive Vice-President of U.S Stores, improved the store experience in the wake of Bob Nardelli’s infamous tenure.  Nardelli made several decisions that have been widely criticized, including some explicit cost/service tradeoffs …

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