Archive for April 2012

Dr. Michelli shares how Zappos stumbled but emerged strong from the perspective of customer views of service excellence.  His insights draw from his recent book "The Zappos Experience - 5 Principles to Inspire, Engage, and WOW...

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Asking for Complaints? Yes, No, Maybe?

Should you ask your customer for complaints?  Here's Dr. Michelli's advice on that complicated question….

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Doing Right - pays!

Do you believe in business karma?  A recent Nielsen survey validates the notion that "you get what you give."

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