Formulate, articulate, communicate, cajole, and inspire individuals and teams to collaborate to create a future that becomes your legacy.

How to Achive Customer Affinity?  Provide Exquisite Care!

When you move beyond providing "customer service" and connect at a deeper level by providing solutions, it allows you to "understand and care."  It takes the customer's experience to an entirely new level.  When you genuinely care for your customer, they can feel it -- it touches their heart.  You truly make a difference in their life and business.  This results in Customer Affinity where your customers promote your business to others, resulting in increased revenues and market share.

the ceo magazine, leadership
Chip R. Bell

A crowded Montgomery, AL city bus stopped at its usual spot and a middle-aged African-American woman boarded the bus.  As the bus pulled away, she realized every seat was taken and was prepared to take the trip on her feet.  But, something changed that stance.  Three different white men in three different locations on the bus simultaneously got up to give their seat to the woman. 

It was December 2013; exactly fifty-eight years after Rosa Parks refused to give up her bus seat to a white man boarding the city bus near the exact same bus stop.  It was a commentary on the unifying impact this “mother of civil rights” made through her non-violent act of courage.

the ceo magazine, leadership

In April, as decreed by the Church of England, we commemorate the life of William of Ockham, an English Franciscan friar and scholastic philosopher who has influenced modern organizational theory—but not enough. Peter Drucker’s medieval counterpart offered the observation that “entities must not be multiplied beyond necessity,” although these exact words never actually appear in his writing. Unlike Drucker’s best advice, however, modern organizational practioners have quickly forgotten or disregarded the sage counsel of the wise brother.

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