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Focusing on reality just doesn’t matter. All that matters is what your customer thinks. It doesn’t matter if you’ve

Nothing drives me more crazy than when companies don’t appear to know their customers. You’d think this wouldn’t happen too

One of my favorite new improvements at United Airlines are their new gate screens. United has rolled out large flat

Yesterday was Groundhog Day and the little guy saw his shadow. Therefore; it means we have 6 more weeks of

Customer service is an attitude not a check list. Just because we offer to help, say thank you, return the

My friend Seth Levine of the Foundry Group is flying to DC today. He’s flying to DC, laying over for

Last year Vail and Beaver Creek started using RF scanners to check lift tickets and passes in line. I like

I had lunch at the Vail Marriott Mountain Resort and Spa yesterday. I had a philly and a Diet Coke.

Pizza Hut has announced it has generated $1,000,000 dollars through it’s new I-Phone App. That doesn’t surprise me. Pizza Hut

There are two types of sales organizations. There is the sales business and then their is the sales team. They