Make a Difference in Five Minutes (or Less)
“That lady in front of you just paid for your drink.” That’s how my day started today when I drove up to the cashier to pay for my morning cup of java. I’m still smiling thirty minutes later as I enjoy my coffee back in my office. It got me thinking. How easy it is to...
What Happens When You Walk Into The Room?
“Even without seeing her, I can tell when she is in the office; she’s like sunshine on a cloudy day. Her positive energy is so contagious.” This is how a senior executive recently described the impact one of my clients has on everyone in the corporate office. Just by...
Are You the Best? Or Just the ‘Best of the Rest’?
I just arrived in Tampa, FL., happy to leave over six feet of snow in Boston. I flew on JetBlue, my favorite air carrier. But my loyalty will be severely tested this year. Up until now, JetBlue has courageously refused to follow the rest of our domestic air carriers...
The Power of Hospitality
Shake shack is going public. The "better burger" chain, from humble beginnings as a food stand 14 years ago in New York City's Madison Square park has inspired incredible customer loyalty and explosive growth. You can find Shake Shacks in Dubai, London, and Istanbul...