Service, Profit, or Both?

By: Chuck Kelley Member of Laguna Strategic Advisors Most commentary on service excellence expresses some or all of these themes: Exceeding customer expectations, anticipating guests’ needs, being responsive, creating the impression that someone cares, memorable...

Service Excellence From The Inside Out

By: Chuck Kelley Member of Laguna Strategic Advisors It seems like there has been a lot of chatter recently about the service priority and why service is the difference maker. Or maybe this is just my imagination and the chatter is always present. In any case, I have...

Know The History And Culture: Your Keys To Getting It Right Overseas

By: Edwin Fuller Founder and President of Laguna Strategic Advisors For more than three centuries now, noted philosophers, historians and politicos of the day from Edmund Burke to George Santayana to Jesse Ventura have all told us to know the history of a place or a...

In China, Dining Is Where ‘Guanxi’ Grows

By: Edwin Fuller Founder and President of Laguna Strategic Advisors You’d be hard pressed to identify a culture that isn’t proud of its cuisine or doesn’t make a big deal out of dining. But nowhere is this pride more evident than in the Chinese culture where dining is...