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....

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 that all business is s...

We all have customers or prospects who are willing to assume the worst about our intentions. In this time of social media and instant opinions, their criticisms can race around the newsfeeds of our marketplace in dramatic fashion.

Take for example a viral video from 2017 showing a significant amoun...