Dec 2008 - "Santa's Elves - Are they aligned?"
Nov 2008 - "Loyal Lost Customers"
Oct 2008 - "The Speed of Trust"
Sep 2008 - "The Formalization of Customer Service"
Aug 2008 - "Sincerity"
Jul 2008 - "Cost Savings - Is It Really Savings - Or Just Cost?"
Jun 2008 - "Meeting the Masters - Part II"

May 2008 - "Meeting the Masters - Part I"

Apr 2008 - "How Are Your Clients' Filters?"

Mar 2008 - "Unreasonably Poor Service, or Unreasonably High Expectations?"

Feb 2008 - "COGS in a Service Business"

Jan 2008 - "Are You Where You Belong?"

Nov 2007 - "Actively Align Feedback"

Sep 2007 - "Primacy is in the Eye of the Beholder"

Jul 2007 - "Customer Service - Who Cares?