Archives

The restaurant always did something a little special. It was the free dessert, the personalized menu, the visit from the manager, an appetizer that was compliments of the chef, or the upgrade to a nicer table. Every time it was a WOW to the customer. We define a “WOW” moment as an “Unexpected Positive Event.” […]

Does loyalty matter anymore? This isn’t about free agents in basketball or players switching clubs in the MLS. It’s not about Robinson Cano or Wayne Gretzky. It’s about the fan. Much of the sports world – on the business side – is driven by rabid sales and marketing efforts. It’s the TV ads, the freebies […]

In Tennessee, the Maury County Public School System is working toward a status of “Excellence” in the Tennessee Center for Performance Excellence (TCPE). The TCPE is a statewide initiative modeled after the Malcolm Baldrige quality awards. And while Baldrige may be very familiar to manufacturing, healthcare, and other service industries, one can readily wonder why […]