In today's business landscape, a silent threat lurks in the shadows, methodically eroding profits and market share. This adversary isn't a new technology or nimble startup – it's the mindset of complacency that has infiltrated countless organizations. While corporate leaders chase the next big thing...

Currently, I am working on a new keynote speech and project that I’m calling “The Customer Algorithm.” The idea came to me as I was driving a rental car from Tucson to Phoenix. Construction on the Interstate had traffic at a standstill, and I was likely going to miss my flight. This raised the possi...

The late, great Tom Winninger – a friend and Speakers Roundtable colleague – wrote a book over thirty years ago titled "Price Wars." And even though Tom was a brilliant visionary, I think even he would look at the level of pressure surrounding commoditization today and be astounded.

In today's hype...

As we approach the end of the year, many organizations face unique challenges and opportunities in delivering an Ultimate Customer Experience®.

The holiday season, with its last-minute shoppers and potential for disgruntled customers returning gifts, is a critical period for any business aiming to ...

In the ever-evolving landscape of business, the delicate dance between honoring tradition and embracing innovation is a critical one. Are you so bound in the past that you fail to focus on the future? Or are you so forward-looking, you ignore the values and traditions of your previous work?

This pa...

On a recent trip to the Big Island of Hawaii, Tammy and I thought we would take a look at interval ownership vacation properties — perhaps better known as a timeshare. We realize that traditionally, this field has a bad reputation. However, we thought it was worth a couple of hours to see for oursel...