In business and leadership, the pursuit of distinction and the delivery of the Ultimate Customer Experience® are paramount. Yet, a pervasive challenge that I’ve observed in several organizations threatens to undermine these objectives: the echo chamber effect.

This phenomenon, where similar thought...

The late, great Tom Winninger – a friend and Speakers Roundtable colleague – wrote a book over thirty years ago titled "Price Wars." And even though Tom was a brilliant visionary, I think even he would look at the level of pressure surrounding commoditization today and be astounded.

In today's hype...

Creating distinction in any field, be it business, leadership, or customer service, is rooted in the bedrock of accountability. But, on only the second day of the new year, a billionaire owner of an NFL team is showing us exactly how it should NOT be done.

Carolina Panthers owner David Tepper was d...

In my whirlwind of a career as a professional speaker and author, constantly navigating through airports, speaking on stages across the globe, and engaging with diverse audiences, the concept of a prolonged pause seemed unfathomable to me. However, life, as it often does, has presented an unexpected...

In our fast-paced world, where challenges abound, and gratitude often takes a backseat, embracing the concept of "ThanksLiving" is more vital than ever.

My mentor, Grady Nutt, introduced me to this idea through his chapter "ThanksLiving" in a book of verse. The essence of ThanksLiving is not just a...

Today, I’m keynoting a major conference in the financial services industry being held near San Diego. Over 1500 professionals have gathered to discuss the present and future in the world of payments. Think about it for a second: you tap, insert, or swipe your card to pay for a purchase. In almost th...