When I opened the Wall Street Journal, the headline “Wells Boss Says Staff At Fault for Scams” jumped out at me. The article provides insight into accountability in the recently revealed scandal at Wells Fargo, where enterprising employees opened millions of fake accounts in customers’ names in order to meet aggressive cross-selling targets. Wells Fargo […]
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I started doing yoga back in January as a New Year’s Resolution to become stronger and healthier. I’ve kept with it, developing a discipline of going to class two or three times a week at my local fitness center. I’m hardly a hard-core yogi, but I have observed some interesting parallels between my yoga practice […]
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It’s true, and I’m here to set the record straight on customer delight. Yet another newsletter touting the benefits of customer delight landed in my inbox this morning. When I saw it, my brain silently shouted, “Stop!” Delight is a popular idea, but embracing it could actually be harmful for your business. Why? Because delight […]
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