Does your organization have a Value Statement? Many organizations have vision and mission statement, in which they write about what they believe the customer experience should be like. Yet, the customers have lousy experiences. Some are vague while others are more detailed. These value statements may do more harm than good. They become a joke to the employees and the...

Forbes Magazine listed Colleen Barrett as one of the 100 most powerful women and had this to say about her. “There are few more beleaguered industries than the airline sector, which, along with the automotive industry, has had to struggle with intractable labor costs and the implacable problem of surging fuel costs. But Barrett and her squad at Southwest have...