Here's a problematic question for entrepreneurs and managers: is it that people don't want to work nowadays? Or is it that they don't want to work for YOU?

Twenty years ago, I wrote that you must provide the "Ultimate Experience" for both customers and employees. Over the past two decades, we've ob...

Whoever said, "Imitation is the sincerest form of flattery," got it all wrong. As I have often said (and been quoted for it), imitation is the sincerest form of theft.

Being like your competition was assumed to be a safe space for many. No longer. If all you are is a mirror image of your rivals, th...

It was a conversation that changed everything about how I viewed my own business – and, perhaps, how you should look at yours.

Several years ago, my wife had just passed, and my friends in the legendary country band Diamond Rio were concerned about me. Rather than let me remain alone in the house I...

Improving the customer experience your organization delivers is difficult. If you want to create enhanced customer experiences, it is critical that your team understands your customers. That sounds pretty obvious -- but how does an organization make that happen?

• It's clear that expectations shoul...

Flight attendants attacked by passengers. Retail clerks shouted down by customers. Almost every day, we watch videos posted of outrageous behavior by customers toward those employees seeking to serve them. It used to be those angry customers who would seldom -- if ever -- physically or verbally assa...

This is the time of year when you'll see a plethora of posts about how to launch your New Year positively. You'll also see countless conversations on television news about your resolutions for the coming year.

Well... here's one more -- however, I'm going to suggest you need something OTHER than Ne...