Thought Leaders

This is the second in a 5-post series. This week we continue to journey through key concepts found in my 10 leadership books and pick...

I think it’s safe to say that Starbucks is a true love brand, with fans all over the world being...

“75% of customer experience initiatives fail!” That’s a sensational headline. And one, even with a modest search of cases and...

This is the first in a 5-post series. Before I dive in, please allow me to offer some context. Usually, each content...

How do you create value for team members and customers? In my recently released book titled Stronger Through Adversity, I wrote...

It feels like there have been a lot of plans made…only to be disrupted. There was a brief moment in...

You know you need to make changes in the business, but there are competing forces, those that help to drive...

“How can I know if we’re really customer centric?”: It’s a question, I’ve been wanting to address for a while...

What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback. If you’ve...

Apple, the trillion-dollar tech giant, is also a giant in customer service. When my iPhone battery life began to diminish,...