The other day I had breakfast at The Corner Kitchen in Asheville, NC, with my good friend Holly Stiel. Holly and I always have much to discuss as we h...

I've spent a little time with a family member in the hospital this year. Thankfully, all has been resolved, and everyone is fine. However, my experien...

When it comes to the many challenges the past few years have presented to leaders in the workplace, there are many factors that are out of your contro...

Yesterday was Groundhog Day, and I received a wonderful email message from my friend, coach, facilitator, and speaker Cheri Honeycutt. The article she...

If there was ever a time to lead with compassion and empathy, it’s now. We’ve all been through the wringer and the impact of the past couple of years ...

When it comes to customer experience, first impressions are everything. It takes about seven seconds for someone to form an impression of you and your...

First thing first; words matter. And while there are no magic formulas or cheatsheets on say and don’t say phrases —because customer service is basica...

It’s time to focus on your internal customer experience.

Usually, when we think about customers or customer service, our minds often go to those peop...