• Inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.
• Author of eight New York Times and Wall Street Journal best-selling books, including 'The Convenience Revolution' and 'I'll Be Back'.
• Creator of The Customer Focus™, a customer service training program designed to develop a customer service culture and loyalty mindset.
• Hosts a podcast focused on customer service and customer experience.
• Serves as a keynote speaker and researcher on customer service, customer experience, and loyalty in business.
• Works with companies such as First Abu Dhabi Bank, Anheuser-Busch InBev, Clayton Homes, Comcast, UniGroup, Whataburger, and FedEx.

Biography