Our Horrible Hampton Inn Stay Wasn’t the Employee’s Fault
Tammy and I were each driving our cars cross-country this week from Las Vegas to Fort Wayne, Indiana. I was in my car, and she was driving our SUV while pulling a small U-Haul trailer. Our older dog, Lucy, was in the car with me, and our puppy, Chloe, was Tam's...
The Vital Role of Distinction in Organizational Leadership and Success
In today's hyper-competitive business landscape, an organization's success hinges on its ability to stand out from the crowd. Therefore, as a leader, it is not enough for you to simply manage your team and ensure smooth operations. To truly excel, you must inspire and...
Bridging the Distinction Gap: How the Employee Experience Shapes Customer Loyalty
We are in an era where customer experience (CX) is the battleground in every industry. There’s no business I’ve encountered in my years of working with organizations around the world that had zero concern for repeat and referral business. We all desire customers who...
Unlocking Innovation: How Cross-Industry Best Practices Can Transform Your Organization and Pull You Out of the Commodity Trap
In today's fast-paced and highly competitive business landscape, organizations constantly seek new ways to innovate and stay ahead of the curve. While it's natural to focus on best practices within one's own industry, I suggest exploring successful approaches from...
Keeping Long-Term Customers Engaged and Your Business Relevant
When I was growing up in rural Indiana, my Mom often said, “Familiarity breeds contempt.” But with all due respect for my Mom – and parents everywhere who used the phrase – it’s just not true. The more I know you, and about you, it does not automatically transition...
Leveraging AI to Deliver the Ultimate Customer Experience®
In the field of customer experience, the advent of Artificial Intelligence presents an unparalleled opportunity for businesses to redefine the way they interact with customers. Your incorporation of AI into your customer experience strategies is not just about...