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...

Take just a moment…right now…and write down the names of your two biggest competitors.

My guess is that if I could look at your list, I would see that you’ve listed other players in your specific industry. You have just proven that we stereotypically define our competitors — and that holds the pote...

A client recently asked me to come up with three questions their organization could ask internally that would help them understand what is necessary to drive the delivery of an enhanced customer experience.

Tough question, right?  Here’s the best I could come up with — and I’d appreciate if you hav...

My Dad idolized country singer Ray Price, who died in 2013 at 87 from pancreatic cancer.

More nights than I can count of my teen and early-20’s years was spent playing drums in the family band, with Dad and my Uncle Max harmonizing on such Price hits as “Night Life,” “Crazy Arms,” and “For the Good...