As I exited the elevator toward the lobby of the Hyatt Regency Grand Cypress in Orlando, Florida Wednesday evening, the entire N.C. State basketball team was walking in, proudly carrying pizzas for their dinner. March Madness had, quite literally,...Read More

I have been a huge fan of movies my whole life and consider myself a film historian who appreciates the subtleties and nuances of great actors. Many of the greatest actors in the past century−from Spencer Tracy to Claude Rains to Marlon...Read More

This might appear to be a small, insignificant example of a memorable customer experience as it doesn’t involve any household retailer’s name or Fortune 500 company. But for my wife, Amy, myself, and our two daughters, it served as a...Read More

Brands always talk about delivering a memorable customer experience, personalizing it to the point where afterward the recipient spouts glowing accolades and referrals. While marketers speak endlessly about making a personal connection and being...Read More