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...

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...

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...

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 ...