Department stores invoke memories of a simpler time. I think back to the history of some of the most storied American brands such as JC Penney, Nordstrom, and Macys. These are iconic brands – a part of our social fabric and the precursor to the modern...
This week is like Christmas for those who serve Guests and lead teams. Why? Because it’s Customer Service Week! In 1992, President George H. Bush signed a proclamation establishing National Customer Service Week. Every year, in the first full week of...
This week begins our 10 week journey into 10 different types of businesses and how they can deliver exceptional experiences for Customers. This week we will be diving into Higher Education – which is particularly relevant since many schools started back this...
A Customer’s perception is their reality. And they don’t care about your excuses. They really don’t. I was waiting in line for a cheeseburger this past week, and I noticed it was taking a really long time. I looked up and saw what could best be...
