theBuzz

If you had to have surgery, would you rather go to the most skilled surgeon or the nicest surgeon?    I was at a party the other night and someone

Customer experience is foundational to the success of your organization. As a customer experience expert, and as a customer myself, I have seen my fair share of customer experiences

So how is your year going? We are half over with this trip around the sun, time to take stock, see what has been accomplished, what remains to

Sometimes a customer asks a question, and then either doesn’t understand or like the answer. And sometimes, it’s more than just a misunderstanding or a breakdown in communication.

Terrell Owens, a former American wide receiver who holds the 2nd most receiving yards in NFL history said, “If you align expectations with reality, you will never be

Is the CEO or owner the most important employee of a business? They are the people who make the big decisions and determine the vision and strategy of

Keeping your team positive and engaged can be challenging. There will be times when its more difficult than others. Here are ten tips to help keep your team

Never being late … that’s not realistic. It’s going to happen. It’s not a question of if. It’s when. But you might say, “It’s not my fault!” And maybe

When my wife Jackie and I moved from the deep south (Texas) to the great north (Wisconsin) we shopped for winter clothing including knit caps.  Many of these

I love a surprise. Think about the last time you received a surprise from a friend or loved one. It doesn’t even have to be a big surprise.