It wasn’t that long ago that there were just two ways a person could buy something; either in a store...

I continue to be impressed by the Kimpton hotel chain. The staff was nothing short of amazing during my recent...

As technology keeps advancing, the gap between in-person customer service and the online customer experience is closing. While there is...

You can have outstanding customer service, but it only takes one mistake to erode the customer’s confidence, thus diminishing the...

I recently had the privilege of working with an amazing, customer-focused operation. Hy-Vee, a Midwest grocery store chain, impressed me,...

Customer service used to be just about how nice someone was when they interacted with you – or a phone...

Wikipedia says Big Data is a collection of data so large and complex it becomes difficult to process….  However, many...

It was just another day of travel. I was flying to Las Vegas, the night before I was to present...

Aristotle said, “Pleasure in the job puts perfection in the work.” This could have been the beginning of what we...

Forget once-a-year employee surveys. How about once-a-week? That is if you even do employee surveys. Many companies will survey their...