There’s a new kind of competition facing businesses out there. It’s not brand‑new, but it’s becoming impossible to ignore. And it’s quietly programming your customers. Who is it? The competition that keeps your customers at home: streaming services, food delivery apps, and online shopping platforms. Every week, I get emails from my streaming services recommending shows I’ll love. Food delivery and meal‑prep companies remind me how effortless dinner could be. And online shopping… well, we all...

What Is Hospitality? The word hospitality has ancient roots—in Latin and Greek, it literally means “welcoming strangers.” It’s a beautiful concept, isn’t it? And yet, in today’s world, it often feels like we’ve forgotten what it truly means. In our organizations, isn’t that what we’re called to do every day? To welcome people—customers, guests, team members, even vendors—with warmth, being genuine, and hopefully creating a dialogue, whether it’s short or long. So why is it that some people...

We’ve all heard the phrase: “Go above and beyond.” It’s often tossed around in meetings, printed on posters, or casually mentioned by a...