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...

In today's competitive business landscape, you must constantly innovate and adapt to stay ahead of the curve. One of the most critical aspects of this is providing an Ultimate Customer Experience® (UCX). A UCX can be the difference between a thriving business and a struggling one. Let’s explore the ...

In my first business book, “ALL Business is Show Business,” I wrote about the importance of emotion in creating and delivering the Ultimate Customer Experience.®

Emotions are powerful drivers of behavior--and they have been since the beginning of time. It seems that we're hardwired to feel certain ...

Southwest Airlines halted all their operations this past Tuesday morning, citing “intermittent technology issues.” By 1 PM/Eastern, 43% of the airline’s schedule was delayed.

The airline released a statement saying that an issue with a "vendor-supplied" firewall (I’d hate to be that vendor) caused ...