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...

When you stop to think about it, the qualities embodied by the spirit of the holidays -- a giving attitude, an appreciation expressed to others, and gratitude for your blessings -- define how we should treat our customers and team members EVERY day throughout the year.

Giving Attitude

A "giving at...

While the holiday season is the busiest time of year for some, it is the time of our least productivity for others. Whichever describes you and your business, it's important to note that we all have stress, and we all face burnout -- especially in this volatile, unpredictable time of a pandemic.

He...

Few management blunders have attracted as much attention as the one committed by the CEO of mortgage lender Better.com.

If you missed it, Vishal Garg fired more than 900 of his team members on a Zoom call by simply saying, "If you're on this call, you are part of the unlucky group that is being lai...