August 2007
Creating Devoted Customers

"Moments of truth" was first coined by Jan Carlzon when he set out to create a customer-focused culture as president of the Scandinavian Airlines System (SAS). For Carlzon and other great service providers like him, “moments of truth” included every detail—even coffee stains.
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Creating "Major League Memories"
Client Spotlight: San Diego Padres

Learn how this Major League Baseball club created an experience where employee passion and defining customer moments converge to create "Major League Memories."
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Leading at a Higher Level

Ken Blanchard, the founding associates, and consulting partners of The Ken Blanchard Companies have brought together for the first time everything they have learned about leadership for the past 25 years! LEARN MORE

UPCOMING EVENTS

Take Care of Your Customers or Someone Else Will

Join consulting partner Kathy Cuff on August 16 and learn how to attract and retain loyal customers by consistently delivering legendary service. REGISTER NOW

NEWS

A Relentless Focus on Customers is Key to Competitive Advantage

Help for those who struggle with customer service issues is now available from The Ken Blanchard Companies via its newly launched program titled Legendary Service®. LEARN MORE

BLANCHARD RESEARCH

The Key to Customer Loyalty

More than 800 mid-to upper-level line managers,
HR and training VPs, directors, and managers shared their opinions and perspectives on the topic of customer loyalty with us.
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