In a little more than a week I’ll be heading to South Africa to attend Africa’s Travel Indaba, which will be held May 13-15 at the Inkosi Albert Luthuli International Convention Centre in Durban, South Africa. It’s a travel trade show of Africa that has roots going back into the late ‘70s and has grown into one of the biggest, liveliest travel trade shows in the world.

Indaba has been through many changes and incarnations since it first emerged as a small gathering held in the Riverside Inn in Johannesburg in 1979, way back in the apartheid era. In 1986 it was formally established as a travel trade show at the Good Hope Centre in Cape Town. That was still eight years before South Africa’s first…

Most customers are getting tired of hearing companies chant the ”CUSTOMER SERVICE MANTRA.” Based on my experiences, chances are pretty good that most companies are full of hot air.

There are a great number of organizations out there who still don’t know how to spell customer service, let alone how to deliver it on a regular and consistent basis. DARN FEW! Allow me to clarify.

You might be good at servicing your clients, now and then, when you feel like it. But how often is that? Again, based on my experiences, not often…