Note-worthy Thank You

Note-worthy Thank You

A note-worthy “thank you” from Delta Air Lines. Jason Aten from Inc. Magazine wrote about a recent flight to New York City. As the plane approached the gate at LaGuardia, a Delta flight attendant named Dave Breger shared a handwritten note with the...
They’ll get off their keister

They’ll get off their keister

Eight summers ago I moved to North Carolina. I immediately began hearing ads for a dealership called John Hiester. Almost weekly I’ll hear a radio ad. The tagline was always, “Get off your kiester and come to Hiester.” The dealership is in this small...
Warning: This post contains a BIG ASS lesson

Warning: This post contains a BIG ASS lesson

Big Ass Fans makes … well, pretty big fans. The first fan nearly two decades ago spanned 20 feet. The company prides itself on being customer-focused and having a direct line to its industrial, agricultural, commercial and residential customers. To bring this to...
Why a Purple Goldfish?

Why a Purple Goldfish?

LATE SEPTEMBER 2017 Why a Purple Goldfish? The littlest things can make the biggest difference. In 2009, I had a moment of truth. This moment, surprisingly at Kimpton Hotels, changed the way I look at the customer experience. Kimpton really understood how big of a...