(Written by guest contributor Joseph A. Michelli, Ph.D.) Recently, I had a very candid conversation with an entrepreneur whom I've known for a long time but who has never shown much interest in elevating service at his business. During that conversation he said something like, "Joseph I know you believe service is an important value proposition and intuitively it makes sense, BUT I can't monetize the value of service." Continue Reading

(Written by guest contributor Joseph A. Michelli, Ph.D.) Recently, I had a very candid conversation with an entrepreneur whom I've known for a long time but who has never shown much interest in elevating service at his business. During that conversation he said something like, "Joseph I know you believe service is an important value proposition and intuitively it makes sense, BUT I can't monetize the value of service." Continue Reading

A recent question in USA Today by Steve Strauss in the "Ask the Expert" column asked the question, "Should Entrepreneur's Twitter?" Mr. Strauss answered the question with a definitive "No" and gave several reasons. One must wonder how someone who so clearly does not understand Twitter was able to speak as an "expert." As a true expert on the subject, I wish to set the record straight and dissuade entrepreneurs from acting on Mr. Strauss... 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

'Twas the night before Christmas and all across Twitter Tweeples eyes were lit, they were all a-glitter. The tweets they were flying with speed and delight as each one made plans for that great winter's night "I'm traveling", "I'm eating", "I'm hanging with family" "I just wrapped the presents, I can say now so happily" The news it broke fast, from Mumbai - attack we all were there to say "we've got your back" And... Continue Reading