Keynote

I recently had a medical emergency in which dealing with medical staff was more painful than my physical ailment. Through this experience, I discovered that I felt much better in the rare instances when I dealt with kind and caring medical staff. Their approach to...

My friend Joe had shoulder replacement surgery in mid-January. Boy, talk about having to shoulder a painfully BAD customer experience! Following is his story. Real World Story: Based on the paperwork we had received, it wasn’t clear where we needed to go exactly—which...

A colleague recently shared an experience with his dog’s current groomer. Real World Story: “My dog Max is now 16 years old. I rescued him from a local shelter when he was three, and we’ve had a great life together. During the past few years, however, he’s become more...