“What can we do to strengthen our service culture?”

This is a question we're often asked by leaders who are striving to sustain...

Executing a strong communication strategy is essential for successful change management.

An effective communication strategy...

“Just-in-time” is great for product inventory efficiency- it is NOT great for effective employee selection

Finding and hiring...

Several members of our team just returned from their annual pilgrimage to the National Storytelling Festival in beautiful and...

Yes, please shoot the messenger...or, just replace him with someone better qualified!

Who have you chosen to welcome new hires

Could customer experience actually be considered a profit center?

Often we hear from senior leaders sharing their directives,...

 What’s Your Perspective?

Poor customer service is often rooted in the way a message is delivered to customers. I am an...

"Do this, don't do that can't you read the sign?"

In providing superior customer experiences, it is imperative to understand...

Learning How to Win Control and Lose Concern

As a follow up to a recent post (Tomorrow is Begging You to Do Something Today)...

What Are Your Customer Experience Fails?

Going to the grocery store- it can be an unbelievably pleasant experience, or one...