We wanted you to be the first to know: The 2nd edition of our successful book, Lead With Your Customer, is…
As a customer, have you ever experienced the following: Waiting for people to get back with you on a request…
Too often when the service scenario becomes complicated or frustrating, management wants to step in and take the matter in…
Every theme park or amusement enterprise wants to be great – even the best parks in the world have opportunities…
An article in the Boston Globe focuses on the affect that healthcare has on patients–even when they are sedated or in…
We’re announcing the return of a popular program, Perfecting the Customer Experience, to be held October 26 & 27, 2017…
In a “carnival-style” retail shop at Disney California Adventure, I found this humorous play on the oft repeated phrase, “Quality…
Motorcycle engines have all sorts of sophisticated terms and parts. One of them is something called a shift point. A…
On one occasion when we hosted an executive session for the Society for Human Resource & Management (SHRM), we took…
Recently I was asked to do a program on the future of Customer Service. One of the key concepts I…
