Two Great Corporate Cultures

Most recently I blew off some steam about a problem my wife and I had with Sears, Nordic Track and a third company whose name I don't even know. Since then, we visited our newly married daughter and new son-in-law in St. Louis this past weekend and they were sharing...

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Sears and Nordic Track/ Process over People

It all started when my wife Rita bought me a Nordic Track tread mill at Sears in Castleton Square. That was Valentine's Day, 2002. Great product. It worked until we decided not to renew the service contract. That's when the frustration began. Two weeks ago (September...

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Short Term Planning Can Kill Service

The unintended results of short term planning? As it relates to Customer Service? In the "macro" view, it is almost always disastrous in this context. Giving good service requires CONSTANT attention and emphasis to the topic of customer service. When companies think...

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