November has been a hard month for me healthwise. Every October, I dutifully schedule a flu shot. Most years, that’s sufficient and I’m generally flu, sore throat, and cold free throughout the winter months. This year, beginning the week of October 20, I developed a chest cold that escalated to
Too often, exceptional customer service is associated with breathless, over-the-top actions by employees that capture headlines such as Ritz-Carlton’s Joshie the Giraffe, Morton’s Steakhouse airport delivery, or Frontier Airlines’ pizza order. While these illustrations are memorable and inspiring (not to mention, a lot of fun for the employees involved), they
In 1989, Stephen R. Covey’s perennial book, The 7 Habits of Highly Effective People was published. It must have resonated, having sold more than 25 million copies in 40 languages throughout the world. Over the past decade or so, when I’m asked for business book recommendations and suggest this title,
Whoever is responsible for the Chicago O’Hare International Airport TSA clearance should be forced to endure the gauntlet himself. This may be the only way for him to fully appreciate the utter frustration, chaos, and absurdity that I (and thousands of others) experienced on Oct. 20, 2014. While en route
For years, researchers have studied disconnects between sender and receiver in electronic communications. It’s challenging to convey emotion and tone, for instance, via email or chat without the benefit of cues such as facial expressions, hand gestures, or vocal tone. One study examined overconfidence over e-mail by comparing the perceived
I know I’ve done it. I acknowledge the importance of flossing and commit to my dentist that I’ll floss twice daily over the next six months between cleanings. Then, as my appointment nears, I’ll realize how inconsistent I’ve been and make a special effort to floss in the days preceding
When asked about his approach to work during an interview, the late J.W. Marriott, Sr. said, “There aren’t these two opposites, work and play, one bad and the other good. It’s having a vision of the way things ought to be, and then making them that way.” Keep in mind
Earlier this week, Marriott International announced a campaign, called “The Envelope Please” to encourage the tipping of housekeepers. Envelopes will be placed in 160,000 hotel rooms in the U.S. and Canada. The name of the housekeeper who cleans the room will be written on the envelope along with the message:
Henry David Thoreau observed: “For every thousand hacking at the leaves of evil, there is one striking at the root.” I thought about how this quote applies to many companies’ social media strategy. These companies are breathlessly “hacking at the leaves” of customer acquisition with their social media strategies rather
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