I’ll keep today’s article simple—and fun. Bob Farrell, founder of Farrell’s Ice Cream Parlors, shared the secret to a great customer experience in 1973 (yes, almost 50 years ago!), when he develope

Do any of these sound familiar?

Ever notice how some people always get the best table, the upgraded room, or the best cut of meat at the market? Great customer service is not an accident. Those who are served well follow a recipe that turns even a cold initial encounter into a warm one.

A new digital era of business-to-business (B2B) sales and marketing is upon us. It’s driven by corporate customer demand for online access to their suppliers’ offerings and expertise.

From a customer perspective, the only thing more frustrating than being denied a product or service is when that denial comes without a satisfactory explanation. As humans, our ability to deal with disappointment depends on understanding why it happened.

T his year’s unprecedented lockdown happened just as we started moving forward with our 2020 goals.

‘It’s not going away, and we have to face that reality.” That’s what the CEO and founder of a quality-centered high-tech manufacturing startup with 180 employees told the leadership team in early July 2020 to convince them of the need to do a strategic pivot to addre

He stood on a platform in the early afternoon of a cold November day only a few feet from the edge of Soldier’s National Cemetery. He was dizzy and feverish, suffering with the beginning of smallpox.

One of the favorite aspects of my career in the insurance industry is delivering a positive outcome to someone in the midst of a personally challenging situation.