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.

Today, we di...

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 the White House la...

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 reserved for those who c...

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 has rebra...

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 identity, a di...

What I Discovered – and How it Impacts You – at the National Speakers Association Convention

I'm returning home from Orlando after attending the National Speakers Association's 50th annual convention. (I frequently make the joke that it's a conference with more than 1,000 speakers but no listeners....