The Strands of Customer Success (And How to Bond Your People to Your Customers)
I was in New York City last week speaking to a group at Google's HQ in Chelsea.
During a walk through the city, I passed a corner bookstore that said they
How a Simple Banana Bread Recipe Can Grow Your Business (And Keep Customers Salivating for More!)
Learn how a simple banana bread recipe can keep your customers happier and spending more money with your business year after year.
A Billion Dollar Business Lesson
Here's a parable that offers a billion dollar billion lesson, and the dangers of not investing enough in your business.
Grease the Slide – How to Give Customers the Best Experience
Remember the old experience of renting a movie?
You used to have to get your winter boots and coat on, warm up the car, shovel the driveway, head to the video
From Dismal To Good
From Dismal To Good: Why You Can't Be Great if You're Not Even Good...
Your Kids Aren’t Welcome Here
I spent close to 10 years working in the restaurant industry.
Here's a little secret (which you probably already know):
More often than not, families who bring their children to dine are
How to Tell Your Customers They’re Wrong
We all know the customer isn't always right.
In his classic book Winning Jack Welch talks about the importance of Candor within a company–being honest about the impact and effectiveness of
Boaty McBoatface and the Dangers of Customer Feedback
Two of the most often heard boardroom buzzwords over the past few years have been the words "authenticity" and "transparency."
I say they're buzzwords because they are built on the wrong
Now You’re Talking My Language
I remember back to a trip to Switzerland where my wife and I stumbled upon a fantastic bakery. The owner of the bakery only spoke German and we only spoke
From Dismal to Good
In the final days before opening the theme park, Walt Disney was out of money. There was still a lot of work to be done. There were lawns to be