Close this search box.


I’m listening…

Years ago, I sat next to an executive on a flight home to Denver. When he learned that I worked for Marriott, he mentioned that

Read More »

A matter of trust

This post is the sixth in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe

Read More »

Good timber

According to a study by J.D. Power and Associates, when a hotel guest’s problem is resolved perfectly, it results in overall satisfaction averaging 80.7, compared

Read More »

Your opinion matters

Is it me or do you find that merchants are constantly asking you to “take five minutes” and “tell us how we’re doing” by responding

Read More »

Get the Newsletter!

Connect With Steve

Begin the journey to extraordinary today!



best customer experience book
best customer service influencer


The Revelation Conversation

The Revelation Conversation is Here!