The Nordstrom Tire Story In my books, I frequently reference customer service research which shows that consistently going above and...

Anyone who's read my books or followed this blog knows that I have a big problem with policies getting in the way of companies giving...

As someone who has spent a career leading people and writing about customer service, I try hard to give businesses and their leaders the...

Imagine this: A busy professional finally gets a break in their packed day—their one chance to run an important errand. They rush to your...

My son, Russ, was really struggling when he was in first grade. Day after day, he came home with notes from the school about his poor...