An open letter to restaurateurs and servers
Last Saturday night, our family joined my in-laws for dinner out in Parker, Colorado* in celebration of my mother-in-law’s 75th birthday. When my wife made
September 26, 2017
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The Evolution of Kohl’s
I was recently invited to contribute to CX Factor, a web series hosted by Mark Fidelman, CEO of Fanatics Media, that shines a spotlight on
September 20, 2017
Nice systems. How’s your service?
Yesterday, while vacationing in Breckenridge, CO over Labor Day Weekend, I bought two 100-chip sets of 11.5G poker chips at Peak-A-Boo Toys on Main Street.
September 5, 2017
Assuage the pain
In May I read the 2017 Qualtrics Hotel Pain Index Study, made some notes, and had every intention of writing a June blog post in
August 2, 2017
To ignore customers is to ignore principles
Last Friday, Alfred Angelo bridal retail stores filed for chapter 7 bankruptcy protection and abruptly closed its retail stores leaving throngs of brides in the
July 17, 2017
Train employees to make decisions
Earlier this month my son, Cooper, and I were at Life Time Fitness. He played basketball inside the main building while I played tennis at
June 22, 2017
Machines can’t smile
Earlier today I stopped by my local supermarket to pick up a few things. After crossing everything off my list, I headed toward the registers.
May 25, 2017
Personalization is good for business
A recent study by Springboard Retail revealed that 68 percent of survey respondents said they are likely or very likely to revisit a clothing store
May 12, 2017
The real purpose of a business
After a recent presentation where I emphasized the importance of employees being aware of their purpose – their highest priority – at work (which, for
April 8, 2017
