After spending four years in the hospitality industry, and recently reading The New Gold Standard by Joseph A. Michelli, I was reminded just how important service recovery can be. I was very fortunate to work for two years in the Four Seasons chain of resorts. I was amazed at what the employees were willing to [...]

Excellent customer service seems to have become a thing of the past. As an example, Amazon doesn’t post their customer service phone number on their webpage. You have to search for 10 minutes on other websites to find it. The big banks, Bank of America, Wells Fargo, Chase, etc. spend more time developing technology that [...]

In MetLife’s 9th Annual Study of Employee Benefits Trends, researchers found that 36% of employees hope to work for a different employer in the next 12 months. Snagajob.com recently conducted a survey and found that 44% of respondents quit their job in the past year did so because they believed they would find a better [...]