Southwest Airlines halted all their operations this past Tuesday morning, citing “intermittent technology issues.” By 1 PM/Eastern, 43% of the airline’s schedule was delayed.

The airline released a statement saying that an issue with a "vendor-supplied" firewall (I’d hate to be that vendor) caused ...

If your goal is to provide an Ultimate Customer Experience®, here are five ideas that could help you achieve your target. However, there are always reasons NOT to take action – so I’m going to go a bit backward and present “Cons and Pros.” First, you’ll see a reason why you should not take the recom...

“What you tolerate, you endorse.” — Larry Winget

When it comes to serving customers, employee accountability is crucial. As my pal, Larry, says, if you don’t hold your team accountable, you’ve just endorsed inferior conduct. And, let’s face it, that type of performance will never deliver an Ultimat...

The Ultimate Customer Experience® is the cornerstone of any distinctive business. In today’s highly competitive market, delivering this extraordinary level of customer experience has become a necessity rather than a luxury.

While most businesses focus on traditional customer service techniques, her...

If you want to get better at what you do, there are few limits to how far you can go. With the right mindset, you can become more successful than ever before.

It’s hard to describe how nervous I was to meet with my new speech coach. My career was ascending rapidly, but Ron Arden was the coach to the speaking heavyweights — Brian Tracy, Ken Blanchard, Patricia Fripp, and many more. I had invested an amount that made us really stretch for his insights — a...