5 Favorite Quotes from “Excellence Wins” by Horst Schulze
For those of us in the business of serving customers, when Horst Schulze, co-founder and former president of the Ritz-Carlton Hotel Company speaks, we listen. […]
Continue reading »Category: Books
3 Memorable Quotes from The Convenience Revolution by Shep Hyken
Shep Hyken has for a while been one of the top influencers and thought leaders in the customer service and experience space. And it’s been […]
Continue reading »
Book Review: Be Amazing or Go Home by Shep Hyken
This article was originally published on the FCR blog on September 21, 2018. Click here to read the original. When I started blogging about my […]
Continue reading »
Customer Service Tip of the Week by Jeff Toister
I’ve been a happy subscriber of the Customer Service Tip of the Week email distribution list for a couple years, reliably receiving a practical bit […]
Continue reading »
Book Review: Meaningful Work by Shawn Askinosie
It was the holiday season, I was taking some time off work, and wanted to read something outside of the normal business books I tend […]
Continue reading »
Must Reads for New Contact Center Leaders
This article was first published on the ICMI Blog on November 20, 2017. Click here to read the original. I’m actually a little embarrassed to […]
Continue reading »
5 Quotes from Chip Bell’s Kaleidoscope
This article was originally published on the FCR blog on October 31, 2017. Click here to read the original. Innovation is a term often reserved […]
Continue reading »
What “Onward” by Howard Schultz Taught Me About Customer Experience
This article was originally published on the FCR blog on October 20, 2017. Click here to read the original. I have several books staring at […]
Continue reading »
3 Insights from Winning at Social Customer Care by Dan Gingiss
This article was originally published on the FCR blog on August 29, 2017. Click here to read the original. I’ve long been a fan and […]
Continue reading »
Jenny’s Top 7 Favorite Podcasts
There’s nothing like a fine morning commute, filled with congestion and hot coffee spilled on your lap…said no one ever. If you commute to work […]
Continue reading »