Our Customers Expect "Total Transaction" Quality. So That's What We'd Better Be Building.

Do You Want Me to Recreate the World or Just My Corner of It?

However well intended, program-of-the-month incentives can have a debilitating effect on employees.

Many attempts to get closer to the customer involve asking the customer to talk to you about you.

HR needs to get the message out that what matters is to ensure that the things customers want get done right and as fast as possible.