Soundtrack vs. Soundscape – Show You Know Your Customer
My bi-coastal colleague Helen is in Halifax this week. We scheduled a meeting with someone we have been wanting to connect with. I chose...
Meet Nic
¡Hola and greetings from beautiful and sunny Puerto Vallarta! I just recently opened a new bar and restaurant in the small town of La...
The Exchange - Loyalty, Customers & Rewards
If you are anything like me, your wallet is filled with cards for loyalty programs. Some programs have migrated to my phone (an evolution...
Seeking the "Millennial" Grail, a Fool's Quest?
I am not saying anything original when I note that the most successful businesses understand who their customers are and what they want....
Hello Dolly! Flawless execution and a clear brand experience
My now nearly 12-year old daughter, Gala, encouraged by my doll-loving mother, went through a huge American Girl phase. American Girl...
The Alchemy of Airlines - making money from nothing
This blog should start with a disclaimer. I love going places, but getting there is not fun. For me it’s the destination, not the journey....
Winning vision & experience at the Wynn
There are moments where the pace of Vegas feels a little too Grand Bazaar and I need some space and quiet to collect my thoughts. While...
Building Lifetime Loyalty - The Long Game
Whether you love Lululemon or hate Lululemon it is hard to argue with the company’s success. It’s not just a yoga shop, it is a movement....
Three Times & I'm Still Charmed. Thanks Mario!
I admit it: I like to feel special and be looked after when I am eating out. How that happens is a complex, variable equation that...
Show me you care - and I'll still be there
Problems are inevitable no matter how hard you work to prevent them. To me, an important mark of a good business is how it works to...
