On a recent trip to the Big Island of Hawaii, Tammy and I thought we would take a look at interval ownership vacation properties — perhaps better known as a timeshare. We realize that traditionally, this field has a bad reputation. However, we thought it was worth a couple of...

In an era of technology revolutionizing how businesses interact with customers, we often get lost in metrics, data analytics, and complex algorithms.

However, the soul of customer interaction—common courtesy. The term may sound old-fashioned, but its essence is timeless and universal.

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In today’s dynamic global marketplace, businesses constantly grapple with ways to stand out and earn more. While their tools and strategies may evolve, there’s one constant: the undeniable power of the Ultimate Customer Experience®.

Having spoken in all corners of the globe, from...

Earlier this week, a great friend of mine was subjected to negative comments on social media. The reason some cited was that she was a “phony” — because she always seemed so upbeat. As I posted, it struck me that we never say a negative person is a phony. That critique seems...

In the ever-evolving landscape of today’s business world, titles and roles frequently change to reflect the dynamism of the marketplace. However, my friend, Jack Miller, the General Manager of the Fairmont Scottsdale Princess, has taken a step that resonates far beyond mere semantics. He...

In the current hypercompetitive business landscape, achieving distinction—standing out from the crowd—is no longer an option; it's a necessity. Amid a vast sea of similar products, services, or even institutions, the ones that emerge as leaders are those that manage to create a unique...