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…
We tell our clients there is a key place where you can learn quickly so much about your brand and…
In the previous post, we spoke about the idea that stand up meetings are needed to keep front and centered…
The other day I noticed the watch of a client: I asked what the watch meant to him. He said…
As my wife and I were driving to SeaWorld one Saturday evening we drove by the newly opened Wawa service…
Many people know Nordstrom as being one of the best customer-savvy deliverers in the country. And many of those same…
