I remember the first time, I worked for one of the major brands in the hotel business. It’s was a full service Hilton Hotel right in the heart Dallas Fort…

Does your organization know the difference between customer satisfaction and customer experience? Customer satisfaction was the buzzword in the 90’s if your company was focused on customer service. Companies used…

Change is a hot topic of a conversation now a days. Everybody wants it. Few actually achieve it. Most people want to become part of change, but usually waiting on…

What does it take to become a Customer Experience Champion? Why should even be concerned with such an endeavor? Well, don’t take my word for it, but according to Gartner…

What set great leaders apart? Why did they create a lasting legacy? I think they were, what I call-A few good men and women.  They wanted to make a lasting…

  Success or failure during times of peril depends on your ability to get your team moving in the right direction. Courage and resolve will help you avoid the temptations…

Why does purpose matter?  Purpose is often overlooked when an organization is determining its operational strategy and business goals. Most organizations leave their mission and purpose in their company’s handbook. …

In today’s ever-changing business environment, organizations must stay customer-focused.  Customers today have many options on who they choose to do business with. The customer voice has become a powerful phenomenon…