(Written by guest contributor Joseph A Michelli Ph.D.) Last week we talked about the importance of having a customer-centric business approach. But how exactly do you go about becoming a business like The Ritz-Carlton Hotel Company that adds value though service excellence and desired experience? I take my clients through a very systematic process with delivery of that process adapted to the needs of their business. Typically this journey begins with an honest assessment of... Continue Reading

(Written by guest contributor Joseph A. Michelli, Ph.D) I love buying things online! What I am not fond of is the service, or should I say the lack of service, I often receive after the sale. The great speaker and human development expert Earl Nightingale once noted, "Our rewards will always be in exact proportion to our service." However, with the world markets injured by those who focused more on profiting themselves than serving the... Continue Reading

Few Internet companies have succeeded in seizing mindshare more than Zappos.com. One of the truly great ecommerce success stories, Zappos has built an incredible brand based on a culture-centric philosophy. They believe that their company culture is what drives their employees to provide premium customer service. And you know what? They are right. It works. Continue Reading

When I first heard that Tim Burton was doing a version of Charlie and the Chocolate Factory, I thought "Oh no. He's going to butcher it." Don't get me wrong. For the most part, I like Tim Burton's work. Yes, he is bizarre, and probably somewhat twisted. But I like his creative flair. I enjoy his unusual characters and camera angles. But I also have read Charlie and the Chocolate Factory and thoroughly enjoyed Willy... Continue Reading

I just got back from seeing The Aviator with Leonardo diCaprio as Howard Hughes. I believe Leonardo has gotten a bum rap as an actor for some time. I liked him in What's Eating Gilbert Grape. I thought he was perfectly cast in Catch Me if You Can. And whatever else you say about Titanic, his part as Jack Dawson will go down in history. But as eccentric inventor/businessman/aviator Hughes, diCaprio should be awarded an... Continue Reading

One of the reasons we wanted to get out of Oklahoma and visit Colorado was because of the intolerable heat. Ninety degree days just don't agree with us. Wouldn't you know it... Boulder is having a heatwave! According to the temperature gauge in the minivan, it got up to 98 degrees today! Needless to say, we didn't feel much like hiking of being outside. However, since it is so beautiful here, it is hard to... Continue Reading

Admittedly, my tastes run a bit eccentric. I don't enjoy odd films just because they are odd. Maybe I am odd. Anyhow, I ran across a documentary that I just had to have. It promised thrills, excitement and all the fun that is inherent in a National Spelling Bee contest. For real! Spellbound is a fascinating and fun film that follows eight children in their quest to become National Spelling Bee Champion. The eight children... Continue Reading