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  What is the secret to staying in business? Knowing that loyal customers are golden!  J&L Hardware owner Larry Finley will tell you 3 things that have allowed him to continue serving customers for over 50 years. While other hardware companies have been swallowed up by the big box discount stores, his store has remained successful […]
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  When you are as successful as Amazon and you have just bought another successful organization called Whole Foods, you become a force to be reckoned with by all the competition. What are the best in the respective industries now going to do to stay on top? Three critical customer service areas have been identified […]
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  This past weekend in Central Florida was a big one for locals and visitors to our town. There were many events to choose from including the highly acclaimed Winter Park Arts Festival and the Arnold Palmer Invitational Golf Classic. I actually attended the WP Arts Festival and a stunning performance of Don Quixote performed […]
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  There are four critical factors that paints  the customer’s perception of their experience and each one is a factor that can be planned, managed, and orchestrated by the organization. 1. The Lens of the Customer. Most organizations tend to look through the lens of the business vs. the lens of the customer when designing […]
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