IBM just released an interesting study that surveyed 14,000 people in nine countries. It revealed that more than 70% of people are now more likely to work for – or continue their employment with – a company with a good record or reputation on the environment. It also said 55% of...

Somewhere along the way, we seem to have lost the perspective that what we do impacts the lives of others.

It seems we live in a time of character assassination for mere sport. Anonymous online haters who don’t know the facts – or don’t care – irresponsibly attack...

The level of customer service — not to mention the even higher standard of the customer experience — is genuinely, consistently pretty awful.

Especially during these challenging times, managers believe they can save X% by cutting back staff and reducing service. Guess what happens?...

To approach your business as “show business” is not to be confused with putting on an act, being overly dramatic, or being fake.

• It’s about differentiating yourself from the competition by understanding your clients in the same way that show business understands their audience....

The entertainment industry spends more time studying human emotion than it does the most advanced visual effects or new camera angles.

Why?

Because an emotional connection is the most potent and influential connection possible.

To make 1997’s Titanic, it cost a staggering $200...

Your customer’s measuring stick for efficiency may be entirely different from yours, and if you’re not aligned with your customer’s expectations, then you’re never going to meet their needs. Customer service and customer

experience should not be confused.

Remembering...