Books reward readers (and listeners)
Having read or listened to hundreds of books across genres over the years, I believe readers can benefit from each new title they purchase. Here’s
August 11, 2023
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Looking to improve customer experience? Sell more!
Last week, I received a report from a colleague, John Goodman, Vice Chairman of Customer Care Measurement & Consulting (CCMC) that was based on a
October 19, 2021
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
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
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
“May I call you Richard?”
This is the sixth post in a series that will explore a set of questions I received from participants during a webinar on the topic
October 23, 2013
Aristotle was right
This is the third post in a series that will explore a set of questions I received from participants during a webinar on the topic
October 7, 2013
Don’t give it away!
In my previous blog, Pouring profits, I posed the question: “How have you observed businesses capitalizing on (or forfeiting) opportunities to capture revenue and increase
February 12, 2012
Marriott is in good hands
When I received my first management position with Marriott in 1992, I worked for a general manager named Mark Conklin. Although Mark (as he preferred
January 9, 2012
