The Ultimate Customer Experience® is the cornerstone of any distinctive business. In today’s highly competitive market, delivering this extraordinary level of customer experience has become a necessity rather than a luxury.

While most businesses focus on traditional customer service techniques, her...

In today's market, customers have more choices than ever before, and they're not afraid to switch brands if they're not happy. As every business strives to stand out from the competition, an increasing number are now turning to the customer experience as their critical differentiator.

That's why bu...

It can be tempting to oversell our products and services in today's competitive world. But this approach can backfire, making customers and prospects want to avoid you altogether.

This aspect has always struck me as slightly ironic, as no person wants to be around a pushy salesperson -- even p...

At a recent event held at a Four Seasons hotel, an audience member for my keynote presentation came up following my program. "Hi," he said, "I'm Jerry – and, boy, do I have a story for you!"

"Yesterday, my wife and I were dining at the breakfast buffet here at the Four Seasons," Jerry told me. "As ...

For the first time in my career, the number one problem in business that I consistently hear from organizations is the same, regardless of the industry or size of the company: it's more difficult than ever to find and retain talented employees.

They seem to be the rarest aspect in business today: t...

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...