I closed the last blog post with a promise to share some practical steps each of us can build a culture that creates amazing customer experiences and directly impacts profitability. Before I go there though, I want to share what may be the last invitation I can pass along for you to join me and Cind...

Have you ever been told that by a company you’ve done business with? Like it or not, that’s how it's gonna be… Have you ever heard a supervisor say something like this to one of their employees? Have you ever been that employee???

I remember being told something very similar to that by an administr...