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Tuesday, May 26, 2009 Big shoes to fill in customer service
Have you ever stayed at a Ritz Carlton Hotel? Bought a pair of shoes, or returned them at Zappos? These two companies immediately come to mind when you think about exceptional customer service. While the two companies couldn't appear to be more different, when you drill down, they are very much alike in their core values and business and leadership principles.
Providing exceptional service begins with understanding the customer. In case you haven't noticed, the needs of the customer have changed a lot in the past few years, and will continue to evolve. Creating an exceptional customer experience doesn't mean you have to be twice as good as your competitor, just be a little better. That's easy if you have the right culture in place. More » Single-family activity up amidst record lows
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NOTABLE QUOTE "We cannot inflate our way out of debt because rates will rise and abort recovery. We may be aborting right now, rates rising and the Treasury crowding out lesser borrowers and capital raisers. Tax our way out? Uh ... no." --Lou Barnes | 
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