Photo of a calculator and tax documents

When A Company Makes A Mistake: How Intuit Rebounded By Listening To Its Customers

When a company makes a mistake, things can go one of two ways: customers are upset and leave for the competition, or the company rebounds by listening to its customers and restoring goodwill. The latter was the case recently with

pizza with 8 slices and one has a bite taken out of it

How To Stand Out From The Crowd

I reviewed hundreds if not thousands of resumes during my 20-year corporate career, and during that time I discovered a simple yet powerful way to stand out from the crowd. When I was applying for my first job right after

Arrow signs pointing left and right

Why It Pays To Embrace The Middle in Politics and Business

When it comes to politics in the United States, all the money is on the left and the right. But when it comes to business, it may pay to embrace the middle. The Toxic Political Climate The absolutist nature of

Be Amazing or Go Home Show

What Makes An ‘Amazing’ Customer Experience?

I was recently interviewed by customer service expert Shep Hyken for his TV show, Be Amazing or Go Home! Shep and I go way back. He gave an amazing and inspirational keynote speech for Discover — where I was eventually

Baseball diamond with a banana

The Savannah Bananas Baseball Team Has Hit It Big With ‘Fans First’

The Savannah Bananas are an independent baseball team in a summer college league—a level or two below in quality of an “A-level” Minor League Baseball team. The owner, Jesse Cole, admits that the Bananas are “an average baseball team.” So

Giving thanks for a positive customer experience for Thanksgiving this year.

6 Reasons Your Customers Should Be Thankful This Thanksgiving

As we enter another season of giving thanks, let’s take a moment and appreciate the good things in life. Thanksgiving in the United States is a time to acknowledge what we are thankful for, and hopefully your customers are thankful