Often leaders push their organizations to be “cost conscious.”  This almost always leads to bad customer service, which can really, really hurt your business.  This podcast digs into how some companies have bad service for years, like Comcast and United Airlines, while profits stall.  Others, like Sears and ToysRUs completely fail.  Yet other companies like Costco and Amazon turn customer service into an advantage offering greater profits and better operations.

Thinking Points:

• Do you tell your organization to put customers first, or profits?
• Do you let cost reduction opportunites hurt your customer service?
• Do you look for growth opportunities through better customer service?
• Would you like your company to have a good reputation, or a bad one?