Mercedes-Benz USA

Countering Terror with a Service Heart

Yet again the world is rocked by a terrible and senseless mass shooting. In a community not far from me in Central Florida, innocent men and women entered a business not expecting to run out in horror, be carried out in pain, or not walk out at all. The media will spotlight the human suffering…

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How to Engage Millennials at Work {Infographic}

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Why You Should Be A “Yes and” Leader In A “No but” World

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Want to Deliver Exceptional Customer Experiences? Focus on Your POPs & PODs {Infographic}

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Predictability in an Unpredictable World: Consistency and the Power of Brand

Based on the opinion of many people far smarter than me, it appears that humans have been on a journey to bring order to chaos from the beginning of time. In fact, the great graphic artist M. C. Escher once noted “we adore chaos because we love to produce order.” So think about the world…

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Predictability in an Unpredictable World {Infographic}

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Not Hand Size – Heart Size: The Art of Engagement and Loyalty

While political candidates have been making headlines challenging one another on the comparative “size of their hands” – a client of mine has demonstrated it really is the size of one’s heart that matters. I am honored to say I know and work with a company from Sheboygan, Wisconsin whose leaders care so much about…

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Not Hand Size! Heart Size! The Art of Engagement and Loyalty

Who is #2 (behind Google) on Fortune magazine’ “Best Companies to Work for” list?

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How to Create a Successful Customer Loyalty Program

Having worked with Starbucks since 2004, as I began my journey to my first of two books about them (The Starbucks Experience and later Leading the Starbucks Way), friends and colleagues are quick to contact me whenever Starbucks makes the news. That goes for both good and bad news! Recently Starbucks announced a change in…

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