In a recent conversation with a friend who is a leader in the luxury hotel market, I learned of an aspect his organization is experiencing that stunned me. "We are having significant turnover because our younger employees have decided they do not want to serve people of affluence."

Let's discuss wh...

Do you want to keep your customers?

That sounds like a silly question -- of course you do! Retaining a customer is better than acquiring a new one. It costs less, you already invested in an existing relationship with them, and they are more likely to refer you to their friends than someone hav...

What do you want from your customer service experience? Do you want to be given the best of the best, or are you content with mediocre?

No matter what your answer is, most people want something better than they're getting. While this won't ensure inadequate service will never happen, here are five ...

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...

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...