In times of crisis, let values be your guide
By now, most of us have been impacted in some way by Coronavirus Disease 2019 (COVID-19). I worked in Boston last week where I met
March 11, 2020
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A little “extra” can leave a BIG impression
Providing pleasant surprises presents a treasure trove of possibilities for companies and their employees to attract the attention of customers, pique their interest and curiosity,
January 27, 2020
Manage customer perception
Increasingly, travelers are reading hotel reviews before deciding where to spend their travel dollars. Research suggests that the average person reads about seven reviews before
November 29, 2019
Service is a principle, not a campaign
This week is Customer Service Week (Oct. 7-11), one week out the year when customers and customer service quality are celebrated. As much as I
October 8, 2019
Communicate On Purpose
Employees will only be aware of job purpose (as a relevant and credible dimension of their job role) if leadership and, in particular, their immediate
September 24, 2019
Balancing productivity and customer service quality
Earlier this summer, I was relaxing by the pool at a well-known resort in Las Vegas. Because it was 100° in the shade, from the
August 8, 2019
The limitations of virtual-reality training
In 2017 I wrote a blog about a partnership between Walmart and Strivr, a company that designs virtual-reality (VR) training. At that time, Walmart was testing VR-enabled
July 3, 2019
Surprise and Delight is Not a Strategy
Businesses that employ techniques to “surprise and delight” customers in an attempt to distract them from noticing systemic flaws in value (for price paid) or
June 7, 2019
Being Capable Is Not Enough
Last fall I traveled to Philadelphia to meet up with several colleagues at a downtown hotel. At check-in, I received a room key emblazoned with
May 1, 2019
