“People join companies but leave managers.”

Marcus Buckingham – author of “First, Break All The Rules”

 Customer Service Essentials:

“Happiness Matters” and “The Best Service is No Service”

Zappos and Amazon are synonymous with great customer service…but how did they get that way?    Here are two great videos that will show you how.  The first, “Happiness Matters”  features Tony Hsieh, the CEO of Zappos sharing how focusing on culture first builds legendary customer services.  The second video features Bill Price, the first Global VP of Customer Service at Amazon who reported directly to Jeff Bezos. He maintains that the mere need for customer service in your company means that something is wrong with your offering.  Learn why he feels that The Best Service is No Service.”   (Note: you can preview excerpts of both these videos before buying the DVD or renting the streaming video. )

Nopocalypse Now

According to the Mayans (or at least to those who think they know what the Mayans meant), December 21 was supposed to be a day of apocalyptic change for the world.   Since nothing happened, check out this article on “How to Prepare for 12-21-12: The “Nopocalypse” for some ideas on what to do moving forward.

Warren’s Way

“The rich are different” said F. Scott Fitzgerald and Warren Buffett is no exception to this rule….but different how?.   New Yorker writer James Surowiecki looks at Buffett as he has increasingly become a public figure and provides some interesting commentary.  Learn more by reading about Warren’s Way.

Econ Recon:  The Wrong Lesson from AIG… and QE Forever?

The Wrong Lesson from AIG:   AIG, that poster child of the financial meltdown of 2008 was in the news this week as the government sold its final stake in the insurance giant.  Uncle Sam got a 12% return on its investment (or $ 22.7  billion in profit).   Does this mean that government intervention should be encouraged in future crises?  Not so says Brian Wesbury.  He advises a  look back at how government handled the crises of the 1980s  (S & L, South American debt defaults, big money center banks teetering on the edge) shows a better way.  Learn why Dr. Wesbury thinks that AIG was NOT A Government Success.

QE Forever:   It seems like we have one round after another of Quantitative Easing….is it doing any good? Vistage Staff Economist and ITR Economics Principal Alan Beaulieu looks at the announcement of additional stimulus over and above that already in place as unlikely to stimulate the economy… but at least it comes with some built in discipline this time in being tied to  a target unemployment level. Check out his recent blog posting…..”Taking a look at the Feds’ Increased Stimulus Program.”   And while you’re there, take in a another blog post on who’s really responsible for recent job growth.

A Holiday Wish List for Entrepreneurs

Last week I posted my Holiday Wish List for Entrepreneurs.  I am hopeful you got everything on the list, that you had a very merry Christmas.  Best wishes for a happy new year.