My book, There Are No Do-Overs, that I co-authored with NBA Hall-of-Famer, Dave Cowens, and my former Northeast Delta Dental colleague, Barbara McLaughlin, was released over a year ago so I thought it appropriate to recap what is discussed throughout my book here on...
John Tschohl's Empowerment, A Way of Life is the most significant work on genuine employee empowerment that I have ever read. John explains true empowerment in clear terms, with pragmatic advice on how to create the corporate culture so genuine employee empowerment...
The International Customer Service Association launched National Customer Service Week in 1988 to focus on the importance of the customer and customer service opportunities for companies around the globe and to celebrate and support the customer service profession and...
Northeast Delta Dental (NEDD) is celebrating fifteen years of its Guarantee Of Service ExcellenceSM (GOSE) program, our written commitment to providing the highest level of customer service. The seven-point program is a self-imposed penalty of varying refunds to our...
I just finished reading Creating Competitive Advantage by Jaynie L. Smith. What a great book to cause business leaders to think back to basics. It’s so simple: to be successful you need to be able to convince your market to do business with you instead of with your...
Last week we celebrated national customer service week and it was awesome to recognize all of the great employee colleagues at Northeast Delta Dental who perform exemplary customer service, all year round. Our theme was Mission Possible, and we were able to see a...
