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...

At a recent event held at a Four Seasons hotel, an audience member for my keynote presentation came up following my program. "Hi," he said, "I'm Jerry – and, boy, do I have a story for you!"

"Yesterday, my wife and I were dining at the breakfast buffet here at the Four Seasons," Jerry told me. "As ...

I hear companies testify they are “customer-centric” or “customer-focused.” Yet, when I ask them if their customers – and how they will be impacted – are at the core of every decision they make, the subtle response is, “You gotta be kidding, right?”

Instead, our customary concerns are how deci...

When I was about 16 years old, the manager of the small-town radio station I worked for told me that we were going to be emceeing the concert of a gospel quartet. As you can imagine, to a teen unfamiliar with the group we were going to hear, it didn’t sound too appealing.

All that changed, however,...