08May 2017

Over the years, I have seen that for most hospitality brands, especially restaurant chains, the guest experience drops the most at peak times.  In fact, for some brands, nearly half the customer dissatisfaction comes during peak times. WHY IS THIS THE CASE? Imagine your brand is designed to serve 100 customers at peak time. That […]

12Apr 2017

Avoid Hit & Run PR Here is a case study that demonstrates how a small company had acted in a similar situation as United did. BACKGROUND STORY: A few years back I was working with one of the top golf coaches in the country.  Along with coaching top professionals, his team also offered destination coaching.  […]

12Mar 2017

This morning I woke up at three o clock at a hotel in Phoenix.  I had a perfect plan. 3:30 AM: I will get ready and leave the hotel. 3:50 AM: Return the rental 4:15 AM: Will be in the airport and enjoy a cup of coffee before boarding my flight. 4:40 AM: Ready to […]

13Feb 2017

This year on Valentine’s day we will spend more than 20 BILLION DOLLARS1. Brands have spent Billions to get their fair share of the sales. Brands are on an auto-pilot mode as they don’t want to miss a single celebration. After Valentine’s Day it will be Easter, then Cinco De Mayo, then Mother’s Day also […]

31Aug 2016

The Customer Karma® book is at the final phases of its production.  The cover design is done. Now it is left to the publishers to do their share to make the book look good so that I can get the book in your hands. As I look back and relive every moment I spent writing […]