Looking back, growing up professionally at the Walt Disney Company was more of a privilege than I ever realized. Until very...

Training and devlopment of your people is vitally important to your organization's success.  

Your people are your greatest...

Closing gracefully helps improve customer loyalty

"Customer service" is the ultimate buzzword. 

It conjures up various meanings in the minds of consumers, employees, board...

Fast Company recently published an article from former Disney Executive Lee Cockerell, Former Executive Shares The Secrets To...

At Disney it's “Have a magical day!”

At Chick-Fil-A it’s, “My pleasure!”

If it's done well, scripting your employees can be a...

If customer experience is not part of your strategy, what are you waiting for?

We’ve all been to the doctor’s office or...

Non-traditional service roles: security, housekeeping, custodial and groundskeeping have more customer exposure than you think!