In business and leadership, the pursuit of distinction and the delivery of the Ultimate Customer Experience® are paramount. Yet, a pervasive challenge that I’ve observed in several organizations threatens to undermine these objectives: the echo chamber effect.

This phenomenon, where similar thought...

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....

At a recent event held at a Four Seasons hotel, an audience member for my keynote presentation came up following my program. "Hi," he said, "I'm Jerry – and, boy, do I have a story for you!"

"Yesterday, my wife and I were dining at the breakfast buffet here at the Four Seasons," Jerry told me. "As ...

Here's a problematic question for entrepreneurs and managers: is it that people don't want to work nowadays? Or is it that they don't want to work for YOU?

Twenty years ago, I wrote that you must provide the "Ultimate Experience" for both customers and employees. Over the past two decades, we've ob...

While the holiday season is the busiest time of year for some, it is the time of our least productivity for others. Whichever describes you and your business, it's important to note that we all have stress, and we all face burnout -- especially in this volatile, unpredictable time of a pandemic.

He...

Few management blunders have attracted as much attention as the one committed by the CEO of mortgage lender Better.com.

If you missed it, Vishal Garg fired more than 900 of his team members on a Zoom call by simply saying, "If you're on this call, you are part of the unlucky group that is being lai...