There probably is not one single entrepreneur or leader of a large enterprise who would suggest they would want their customers to become less loyal to the business. Yet, even with good intentions, that’s exactly what they are creating.

You may have heard me mention (and maybe many times) how much ...

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 people are now more ...

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 others to draw attention to t...

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? Customers g...

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.
• It’s about creati
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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 million....