What do you do when you have to share your message with 2,000 people but they can’t be in the same room? In my keynote speech, one of my central messages is to…

If you’re anything like me, you’ve been spending a lot of time the last month thinking about the future. You’re wondering what it will be like, and if things can ever go back…

As executives, team members and thought-leaders, we’re all after the same thing: To expand and diversify our audiences so that our products or services can be accessible to anyone, in any circumstance. In…

As an inspirational speaker, I spend a lot of time on the road and in hotels. I’ve stayed in the Ritz Carlton, and I’ve stayed in a Motel 6. I’ve had room service…

Attention, managers and leaders: Your customers are trying to talk to you. Are you listening? Customer feedback is the most powerful insight you’ll get on your business, and how you respond to it…

Have you ever asked to speak to the manager? Have you ever been behind the counter and had someone ask you if they could speak to the manager? Have you ever been the…

Need to reverse a bad brand reputation—and fast? Read on for the hottest tips in the industry. I once was next to Vanilla Ice at a booth at a National Association for Campus…

Want to make it out of the retail apocalypse alive? It’s time to stop blaming Amazon and start focusing on your customer experience. If any part of your business is brick-and-mortar, there is…

Do you have a customer experience strategy? The most incredible customer experience I’ve ever witnessed came from an unlikely source. So many of the people I speak in front of—from CEOs to retail…

There is no excuse not to know your customer. Or at least, that’s the belief behind the extraordinary service at Eleven Madison Park, a Three Michelin Star restaurant located in the heart of…

The executive offices for Universal Studios are directly connected to the park. Every employee entering these offices must go through a screening much like at the airport: IDs are shown, phones comes out…

There is a “magic” question that will change how you encounter the world and how the world receives you. It goes like this: “What can I do for you?” This question should not…

Sometimes, when I’m at the grocery store, I’m amazed to see how many people load their groceries onto the conveyor belt, pay for their food, take their bags, and never once look the…

Check out these two photos I took last week: Here are some fun facts you may not know about cell phone use: Americans check their phone 8 billion times a day Each individual on…

As a professional speaker, I spend a lot of time at conferences. I’ve literally been to thousands, and every time, I’m always curious to see how the organizers have set everything up to…

A couple of weeks ago I was speaking in Miami, and my clients put me up in the Trump National Doral Hotel. It’s a beautiful hotel, and the Trump brand is known for…

Organizations, especially large ones that’ve been around for a few years, over time begin to process things via whatever is easiest for the company. For example: it’s easier to have printable forms on…

If you’ve paid attention to McDonald’s marketing, you’ll notice that it’s all focused on love—emphasizing the lovin’ part of I’m Lovin’ It. By doing so, McDonald’s has tapped into something that other successful…