Too many companies launch new products or services without a process for deeply understanding what their customers truly need. They make assumptions, rely on limited feedback, or develop ideas based ...

It’s a shame that customer service doesn’t always get the respect and attention it deserves because it’s among the most important ingredients in any business’s success. There’s no better marketing ...

I have a favorite customer service anecdote that I’ve been using in most of my workshops for many years. Some may even say that I need a new story! However, the reason I stick with this story is ...

CEO Christopher Nassetta said solving a problem for a guest makes them more loyal to a brand than perfect service.

Problem-solving is an essential life skill that involves identifying, analyzing, and resolving challenges effectively. Have you ever found yourself staring at a problem, feeling like you’re trying to ...