theBuzz

I’ve been thinking a lot about risk lately. In all fairness, as I near the end of my second month in quarantine I have been thinking a lot

We’ve all seen the lists — the definitive list of drivers for employee engagement. Unfortunately, every research company and consultancy has a slightly different list. If it’s not

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to

I do not want to do another article on Covid, I have talked about the Pandemic for the last 4 months, all done for now.  The most common

Thinking Time:  Your Most Important Appointment of the Week As a Shark Tank TV show fan, I just finished reading Robert Herjavec's best seller, The Will to Win. Throughout

Being a leader is not the same as being a manager. Let’s consider how to become a better leader — especially for those who are not lucky enough

This is one of those unbelievable customer service stories that borders on the ridiculous. I actually thought I was in the middle of a Seinfeld episode—or maybe there was a

At one time or another, we have all read some list of predictions for the future.  At the start of every year, decade and even century, there are

Shep Hyken Contributing Writer Shepard Presentation What if the worst thing a customer ever said about you was, “I love you!”? Even on a bad day, you’re still

Being weather driven and being weather dependent are VERY different. When you are dependent on the weather for revenue and profits, you are at the weather’s mercy.  None of