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I’m curious how you answer this question about your business. I’ve been thinking about this very question for the past 20 years…and I’ve been in several markets. I’ve had various different [...]

If you watched the Super Bowl, you probably already know what Amazon Go is. If you didn’t catch the commercial, take 90 seconds to check it out. The commercial wasn’t filmed on a set...

Today I want to talk to you about the idea of gamification. Gamification is the process of adding game like features to your customer experience in order to improve the quality of the customer [...]

When I was first getting started in the business world, I asked one of my mentors what I should do to ensure that I was successful. He gave me two pieces of advice...

For nearly 20 years, I’ve been teaching entrepreneurs, large corporations, retailers and hospitality execs about this thing called Customer Experience. It never ceases to amaze me how many [...]

I don’t know about you, but I fly pretty often. In fact, for a while, I was on an airplane at least once a week heading to a meeting, a conference, a workshop or to deliver a keynote. So, by [...]