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...

In today’s hyper-competitive market, the alignment between what your business promises and the performance that it delivers is not just a matter of integrity; it's a cornerstone of customer experience and loyalty.

I highlight the criticality of this congruence in my book...

As we approach the end of the year, many organizations face unique challenges and opportunities in delivering an Ultimate Customer Experience®.

The holiday season, with its last-minute shoppers and potential for disgruntled customers returning gifts, is a critical period for any business...

Last week, I underwent rotator cuff surgery on my dominant right side, sending me on a challenging journey that has unexpectedly enriched my perspective on life and business.

The next 4 to 6 weeks will find my arm and hand – the ones I rely on most – immobilized. And it will likely be...

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...

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...