Ask 10 people about the best customer service companies, and you would expect to hear names like Nordstrom, Ritz-Carlton, Apple,…

I read a surprising statistic. It said that four in 10 senior executives in large companies don’t know the lifetime…

Have you ever rented a car at an airport car rental agency? If you have, you would know that before…

There are some experiences in life you just never forget. Having dinner with my good friends Kim Tucci and the…

I love jokes, and there’s one that is quite well-known, especially in the dental world. A client walks into the…

The term “loyalty” usually brings to mind a long period of time … in other words, a lifetime customer. However,…

“Insanity is doing the same thing, over and over again, but expecting different results,” is a very famous quote by…

Customer service and marketing have traditionally been viewed as two separate departments, but more and more, their interdependence is coming…

Your Brand is Only as Strong as Your Weakest Link Recently I was flying to a speaking engagement. While waiting…

There’s an old proverb that says, “Outward appearances are not a reliable indication of true character.” In other words, you…