Donors as Assets at St. Jude Hospital
April 19, 2016

How St. Jude Honors Donors as Assets, With Martin Hand – [CB1] [PODCAST]

I speak to Martin Hand, who’s currently CCO of St. Jude but previously held the same role at United Airlines. What’s the difference between customer (or donor)-facing work in non-profit and for-profit? He explains. (Hint: It’s not as big as we think.)


Company Core Values List
April 5, 2016

Why You Need To Establish Your Company Core Values List

A company core values list can sometimes seem like a list of logical buzzwords, but in reality … it’s tremendously important to guiding your culture and how you deal with customers. What separates the great companies from the merely good ones in terms of setting up core values?


January 30, 2014

Your Values are on Stage When You Make a Mistake

Apologizing well for operational gaffes, service blunders, and missteps drives company prosperity because, when done well, these apologies strengthen the bond between customer and company. They define the people inside the company, their values and who they are.