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Todd Lapidus
Todd was among the first to develop methods for setting objective and concrete customer service measures. His innovative tools and practices for improving operations and management structure are proven to close the gap between a company’s brand promise and its customer experience. Recognized as a leader on the cutting edge of his field, Todd has authored two books and has been featured in articles published in Peter Drucker’s Leader to Leader and Tom Peter's On Achieving Excellence, as well as in The New York Times, London Times, Business Week, The Straits Times (Singapore), HR Magazine, On Achieving Excellence, and European Hotelier.

Todd can be reached at or through his company’s website

To see Todd speak click here:

Entries by Todd Lapidus

Naked and Trending

(0) Comments | Posted September 17, 2015 | 9:36 AM

Customer comments expose us. Excluding the customers who review to get something for free, many of the remaining comments are requests for communication and connection. This is valuable. Your response impacts reputation and revenue.

When a request for feedback is accepted, a promise is made.

Here's an example of a...

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Successful Leadership Retreats

(0) Comments | Posted June 19, 2015 | 7:40 AM

Strategic leadership retreats are best when simple in design. Sometimes we outsmart ourselves creating complexity when a straightforward approach is better for the purpose at hand. With a clear roadmap it is much easier for everyone involved to pay attention and contribute.

Opportunities stand out that can make a...

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Recipe for Innovation

(1) Comments | Posted June 9, 2015 | 7:01 PM

Innovative thinking is messy and effortful. Step by step models and formulas exist, but following a method does not mean you will succeed. Situations calling for creative thought tend to be unique in important ways.

When I am asked to help with a project that requires new thinking this is...

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Have You Built Enough Trust to Lead in Loose Environments?

(0) Comments | Posted October 24, 2013 | 4:40 PM

Have you built enough trust to lead in loose environments?

A loose environment is one where service is customized in the moment. Decisions about what to offer a customer are made in real time. If pricing or your reputation depends on providing a unique experience, you operate in a loose...

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Strangled by Boundaries

(4) Comments | Posted July 17, 2012 | 9:25 AM

Strangled by Boundaries

Recently I was baffled by a three-second exchange between a customer and a service provider.

Passenger coming off a delayed flight: Our connecting flight on Air Canada leaves soon. What is the gate number, and how do we get there?

Agent: I don't know; you'll have to...

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When "No Problem" Is a Problem

(19) Comments | Posted May 14, 2012 | 12:10 PM

You should be alarmed by what is being said and by what passes as customer service. The ability to speak in a way that matters and inspires is at the core of brand leadership. This is true for senior executives, and it is equally true for frontline service providers.


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Speaking Matters: Language Impacts Your Future

(18) Comments | Posted March 30, 2012 | 10:35 AM

You're fired!

Once spoken, the words change your reality. A simple act of speaking brings a new future into existence. Words also have authority in other aspects of life. Consider the words "I do" at a wedding. If you don't say "I do," no marriage takes place.

Every time we...

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