A ‘Dumb Rule’ is an internal rule, policy or procedure that simply doesn’t make any sense to a customer. It annoys them! They are so...

Do you have a service strategy? Most organizations look at complaining customers as a necessary evil and part of the job that needs to be done, but which is not looked upon with a great deal of delight.

While keeping an eye on competitors is important, a surprising number of businesses get bogged down trying to build a protective shield around their business to keep their competitors out. This focus is misplaced. What leaders SHOULD be focused on is being obsessed with doing whatever they can to prevent loyal customers from leaving.