I equate my book to building a house. The employee is the architect, the leader is the builder and the blue prints are supplied by my Step2 Training System.

When customers are truly thrilled about their experience with a product or service, they have the potential to become one of its influential evangelists. Savvy

You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experien

In business, it’s not enough for people to like you, they need to love you! Learn how building loyalty and modeling great customer service behavior to develop

Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wr