Keynote

I recently read a news article about a survey in which 50% of participants said Walmart has the worst grocery store customer service of any grocery chain. And what was more interesting about the article was that Walmart knows it. The giant big box store relies more on...

In my last post, I wrote about giving employees the breathing room they need to deliver exceptional service. But a recent article I read got me thinking about whether or not we give employees the same freedom to draw the line with abusive customers—and doing so in a...

I often write about employees using common sense, creativity and empathy to deliver exceptional customer service. But, do YOU give your employees the breathing room to do just that, in order to WOW your customers? And what exactly does that mean? Real World Story:...