It’s widely accepted that customer service is probably the most important way for any business to differentiate itself in what is now a global, commoditized and hyper-competitive business world. When competitors can replicate your products or services, and undercut your pricing, about the only thing they cannot do as quickly is to reproduce the image you…

After you get over your initial surprise that these people actually do exist, there is something very cool about watching someone who has never been in a Starbucks before, come in to one for the very first time. It is easy to pick them out, for they are the only ones who walk in front of…