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Thoughts & Comments
Customer Experience
The Bank Blitz Memo: In the Pilot’s Seat
One of my favorite slides in leadership presentations poses a simple question.  It asks, “Do you know what trait I lik...
By David Martin,Posted 01/28/2009
On Customer Service: To Destroy Value, Skimp on Employee Training
You may have seen that Lee Scott, CEO of Wal-Mart, recently stepped down after eight years on the job. Wal-Mart is of ...
By John Tschohl,Posted 01/07/2009
The Bank Blitz Memo: Getting Zapped
I caught an interview with the CEO of a web retailer this week that made me smile and had me nodding in agreement.  An...
By David Martin,Posted 01/05/2009
The Bank Blitz Memo: Asleep at the Wheel
If for nothing else, I think we can thank the CEO’s of the Big 3 American automakers for providing our country with on...
By David Martin,Posted 12/05/2008
Goodbye, Citigroup
The end is nigh for yet another great American company: Citigroup, once the greatest U.S. financial institution of the...
By Vernon Hill,Posted 11/21/2008
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