This post will refer to a speaker discussing politics; however, I promise this is NOT about political philosophy. It IS about an aspect frequently overlooked by many business leaders -- even those with the best intentions.

In today's business environment, research shows that customers are look...

Recording artists often release a "greatest hits" compilation. And let's face it, when you go see your favorite singer or band, you certainly want to hear them play the songs you know by heart.

Yet, all my friends in the music business seem to have one thing in common. No matter how many hits they'...

Flight attendants attacked by passengers. Retail clerks shouted down by customers. Almost every day, we watch videos posted of outrageous behavior by customers toward those employees seeking to serve them. It used to be those angry customers who would seldom -- if ever -- physically or verbally assa...

When you stop to think about it, the qualities embodied by the spirit of the holidays -- a giving attitude, an appreciation expressed to others, and gratitude for your blessings -- define how we should treat our customers and team members EVERY day throughout the year.

Giving Attitude

A "giving at...

There probably is not one single entrepreneur or leader of a large enterprise who would suggest they would want their customers to become less loyal to the business. Yet, even with good intentions, that’s exactly what they are creating.

You may have heard me mention (and maybe many times) how much ...

The level of customer service — not to mention the even higher standard of the customer experience — is genuinely, consistently pretty awful.

Especially during these challenging times, managers believe they can save X% by cutting back staff and reducing service. Guess what happens? Customers g...