Quality Service Marketing

A Gift to Improve Employee Engagement

2009-12-15T06:23:00-05:00

This holiday, give the gift of employee engagement … and it’s free! Employee Engagement Advice Book is a new e-book written by members of the Employee Engagement Network (EEN) and compiled by network host David Zinger. EEN members (including me)...

Zappos Culture Book: Best Ever Business Reading

2009-12-08T06:23:00-05:00

Zappos.com’s 2009 Culture Book is here (!) and I’m thrilled to add it to my business library - next to the previous edition that I got on my visit to Zappos last year. The book is written by Zappos employees...

Memo to Senior Management: Take Care of Your People

2009-12-01T06:23:00-05:00

I found this great quote from Dr. Judith M. Bardwick: “When people are perceived as a cost and not a resource, when they are treated as a liability and not an asset, when no one seems to know or care...

Breaking Up (with Clients) is Hard to Do

2009-11-24T06:23:00-05:00

Self-employed consultants can’t risk becoming disengaged from their client work, especially if they want to maintain their professional brand; i.e., reputation and credibility. They can, however, voluntarily leave a client. While this is a viable option, it's not easily made....

Healing Customer Service (Part 2)

2009-11-17T06:23:00-05:00

Note: Last week, I featured Part 1 of Chip Bell's guest post on the process of service recovery that included communicating with "Humility" and "Empathy". Here's Part 2. How to Turn an "Oops" into an Opportunity by Chip R. Bell...