Why I fired Orbitz
I will apologize in advance for the detailed account that follows of an Orbitz service failure. It’s my preference to avoid long-drawn-out accounts of customer
I will apologize in advance for the detailed account that follows of an Orbitz service failure. It’s my preference to avoid long-drawn-out accounts of customer
An article titled Some Absurd Airline Rules in the August 18, 2016 Wall Street Journal caught my attention. What stood out to me was that
For years I have been an enthusiastic reader of business books. During my career as a hotel training director in New York City, on occasion I’d
Q. Steve, in your latest blog post, you asked: “Do you have any employees who perform incomplete work or avoid undesirable work entirely? If so,
Yesterday, on the way home from the orthodontist, my 15-year-old son, Coleton, and I were discussing his plans for the day, which included a handful
Last month, I returned to one of my favorite hotels in New York City. It was my first stay since the hotel completed an extensive
My family and I stopped by the mall last week to pick up some last-minute items for my 13-year-old’s summer camp in New Mexico. We
The days of the boorish salesman portrayed in the 1992 film Glengarry Glen Ross – where the mantra “Coffee’s for closers” was used to both
Yesterday I was asked for my opinion about which key performance indicator (KPI) was the most important. I think if you ask five different people
Proudly sharing Steve’s vision of delighting customers: Digital Opera
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