April 22, 2019

It was 2003, I was the Director of Season Ticket Services & Retention, and we were getting ready for our big draft day event. The excitement filled AmericanAirlines Arena as season ticket members heard we had just drafted Dwyane Wade. There was a glimmer of hope brough...

April 15, 2019

Over the years, I have been fortunate to build many departments from the ground up and implement new processes and procedures that were always focused on the customer experience. Service has definitely changed over the past few decades, but I was always willing to lear...

April 8, 2019

We all have read the countless studies that state retaining a customer is far less expensive than acquiring a new one, so shouldn't a company's focus be on improving customer service and their overall experience? YES!  

It's even more important today, because customer's...

April 1, 2019

Since serving on the Board for WISE (Women in Sports and Events) for about 3 years, I've had more and more conversations with women regarding their career and feeling stuck or not knowing what the next steps would be to take in their career. 

The one phrase I have...

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