In today’s hyper-competitive market, the alignment between what your business promises and the performance that it delivers is not just a matter of integrity; it's a cornerstone of customer experience and loyalty.

I highlight the criticality of this congruence in my book "ICONIC.” When a busin...

As we approach the end of the year, many organizations face unique challenges and opportunities in delivering an Ultimate Customer Experience®.

The holiday season, with its last-minute shoppers and potential for disgruntled customers returning gifts, is a critical period for any business aiming to ...

On a recent trip to the Big Island of Hawaii, Tammy and I thought we would take a look at interval ownership vacation properties — perhaps better known as a timeshare. We realize that traditionally, this field has a bad reputation. However, we thought it was worth a couple of hours to see for oursel...

Several years ago, a Canadian musician’s $3500 Taylor guitar was severely damaged by baggage handlers from United Airlines. When Dave Carroll couldn’t get the airline to take responsibility for what they had broken, he made a music video that was viewed by millions on YouTube, creating a public re...

Introduction

Look, I realize that I’m prejudiced. However, I genuinely believe that in today’s world, the customer experience is everything.

Customers, whether B2B or B2C, expect to be treated with respect, courtesy, and efficiency when interacting with your organization. Unfortunately, th...