Under this title – and as part of my theme that People matter critically when pursuing a Customer-Focus strategy - I published two prior blog posts.

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What makes a great leader? What do they do that is so different? What traits do they have that helps them excel at this high level? There are specific traits that great leaders have in common...

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There is no room for bullying in effective leadership. Leaders must be held to a higher standard. Years ago in the 70’s and 80's, tough autocratic leadership that often bordered on bullying was viewed as effective...

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Why would anyone want to be led by you? That’s the question that needs to frame your journey to becoming the boss no one wants to leave.

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In my previous blog entries I have argued about the validity of the People > Service > Profit idea, the importance of Hiring Right and the fact that often good people are stopped by bad processes or bad management.

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I am obviously of the view that the road to success for great customer service and experience excellence goes through People Management that is aligned with strategies that make customer service and customer experience into a sustainable strategic differentiator.

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