Tag Archives: customer satisfaction

World’s Wealthiest Man, Jeff Bezos, Says Customers Today Are “Divinely Discontent”

I read with great interest Jeff Bezos’s 2017 letter to Amazon shareholders. I believe we can learn a great deal from a man whose company annually ranks number one on several distinguished surveys of customer and employee satisfaction. Bezos’s theories and suggestions – which he  confesses he has gained not only through Amazon’s successes, but … Continue Reading

Facing and Overcoming Law Firm Business-Development Challenges

I was pleased to have been invited recently to contribute my thoughts to an article by Jody Glidden, cofounder and CEO of Introhive. Introhive provides relationship intelligence automation (RIA) support to law firms and other professionals who are using customer relationships management (CRM) platforms. Jody asked me to talk about “the most critical business-development mistakes law firms are making … Continue Reading

What Lawyers Can Learn about Customer Service from Nordstrom

When James A. (Jim) Cranston heard enthusiastic praise for Nordstrom’s personal shopping service, he decided to find out more about it. He quickly realized that the store’s individual approach to clients was as applicable to legal practices as it was to luxury chain stores. Cranston has now published his observations in an article entitled “What a Nordstrom Personal … Continue Reading
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