(Written by guest contributor Joseph A Michelli Ph.D.) Last week we talked about the importance of having a customer-centric business approach. But how exactly do you go about becoming a business like The Ritz-Carlton Hotel Company that adds value though service excellence and desired experience? I take my clients through a very systematic process with delivery of that process adapted to the needs of their business. Typically this journey begins with an honest assessment of... Continue Reading

Does American Airlines have good customer service? Once again, I find myself on the "I can't believe this is happening" end of a telephone conversation with a customer service rep. Here's the story. I had booked a flight using reward miles to fly someone from Dallas to Denver in a couple weeks. As it turns out, he is going to drive here a few days early and won't require the initial leg of the flight... Continue Reading