DISTINCTION NATION
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PROJECT DISTINCT
ICONIC INSIGHTS
Minutiae can define the customer experience more than your grand gestures
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...
Common Courtesy: The Unseen Cornerstone of the Ultimate Customer Experience®
In an era of technology revolutionizing how businesses interact with customers, we often get lost in metrics, data analytics, and complex algorithms. However, the soul of customer interaction—common courtesy. The term may sound old-fashioned, but its essence is...
Cultivating Distinction: The Indispensable Power of a Positive Attitude
Earlier this week, a great friend of mine was subjected to negative comments on social media. The reason some cited was that she was a “phony” — because she always seemed so upbeat. As I posted, it struck me that we never say a negative person is a phony. That...
The Chief Inspiration Officer: How Leaders Inspire Excellence
In the ever-evolving landscape of today’s business world, titles and roles frequently change to reflect the dynamism of the marketplace. However, my friend, Jack Miller, the General Manager of the Fairmont Scottsdale Princess, has taken a step that resonates far...
Creating Distinction in a Crowded Marketplace: A Lesson from High Point University
In the current hypercompetitive business landscape, achieving distinction—standing out from the crowd—is no longer an option; it's a necessity. Amid a vast sea of similar products, services, or even institutions, the ones that emerge as leaders are those that manage...
You Need Outside Expertise:
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...