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....

Several years ago, a Canadian musician’s $3500 Taylor guitar was severely damaged by baggage handlers from United Airlines. When Dave Carroll couldn’t get the airline to take responsibility for what they had broken, he made a music video that was viewed by millions on YouTube, creating a public re...

Unfortunately, many businesses still fall short when it comes to delivering an Ultimate Customer Experience®. Because of this, they not only suffer in terms of retaining customers, but they also lose out on the referral business that can group their company. I’ve been on a crusade for over two decad...

Introduction

Look, I realize that I’m prejudiced. However, I genuinely believe that in today’s world, the customer experience is everything.

Customers, whether B2B or B2C, expect to be treated with respect, courtesy, and efficiency when interacting with your organization. Unfortunately, th...