I was entering a convention center this week and I watched the arriving group as they walked up to the building. To put it in perspective, this was a massive event. The excitement in the air was palpable and the building was covered in colorful banners...
Words matter to be sure. Treating your team well is important. What you call them matters. . . to a point. The word “employee” has fallen out of favor recently and been replaced by several different iterations. Many organizations now have...
Organizations seek every day to differentiate themselves within their marketplace and create emotional connections. Often that leads to processes, programs and training – and yet nothing changes in terms of service. Overall Service remains tepid and Guests are...
Everybody likes surprises, right? Well I certainly do, and I want to share with you how a thoughtful gesture on my birthday made all the difference. Mostly, Guests are hoping that interactions will be quick, effortless, and meet their basic needs. It is, however,...
Businesses often spend too much time looking at things strictly from a financial point of view. While that ensures a product, process, and model that delivers upon financial metrics and performance, it doesn’t always produce experiences that focus on the Guest....
