As a person who has traveled all over the world and grown up in the hospitality industry, I know brilliant customer service when I feel it in my bones. Well, that’s what I experienced in Key West, Florida, with my bride. Everyone went out of their way to make sure we enjoyed our visit, and it didn’t take the jaws of life to pry open our wallets to spend money. They Sparked Customer Love. Let me tell you a story about Karl... 

Customer Service is a department. Customer Love is a mindset. Businesses that will thrive in what some experts call the ‘Next Normal’ must focus their attention on winning the hearts and minds of their customers.

Within the last thirty days, I’ve spent time with top performers who were being recognized by their companies for producing awesome results in the prior fiscal year. One of those individuals was Marilyn Jones. She took a call from a customer that was having challenges. She didn’t pass his call. She handled it herself. The customer called her manager to say that Marilyn went above and beyond the call of duty to resolve his issue.