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!