Imagine a world where businesses not only understand their customers' current needs but anticipate their future ones. This isn't just a dream—it's the key to distinction in a crowded market. Your challenge in creating distinction and standing out from the competition lies, in part, in your abili...

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 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 "ICONIC.” When a busin...

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 aiming to ...

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 six months or...

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...