by carolynkilmer@gmail.com | Apr 17, 2017
Culture is not a press release. Culture is not a statement or a Twitter post. Culture runs deep. Culture is a shared narrative that lifts spirits and inspires people to do what is in the best interest of the customer. Above all, a culture of service starts at the top...
by carolynkilmer@gmail.com | Oct 5, 2016
If you stay at one of JW Marriott’s 75 hotels and resorts around the world, you might notice something unique about the people who check you in, take your bags, and serve you at the restaurants and spas. They hold their heads higher, make more eye contact, have a warm...
by carolynkilmer@gmail.com | Oct 3, 2016
Dr. David Feinberg is equally comfortable talking about Starbucks’ customer service as he is about medicare reimbursements and patient outcomes. And that’s why Feinberg is an astonishingly effective healthcare leader. Feinberg is constantly looking outside of his...
by carolynkilmer@gmail.com | Sep 8, 2016
At the Sanctuary Hotel in South Carolina’s Kiawah Island, a focus on the soft skills makes all the difference. It’s one of only 154 hotels in the world awarded Five-Stars by the Forbes Travel Guide. But, as I discovered on a business visit this summer, it stands out...
by carolynkilmer@gmail.com | Aug 26, 2016
When you touch hearts, profits follow. In this Forbes column Carmine explains why the Apple Store was never a ‘store.’Read article on Forbes.com. Apple opened its first retail locations in 2001 and did not hire cashiers. It hired concierges instead. Think about it....
