By Shep Hyken (submitted by Carmen Gass)

During my live presentations, there is a part of my speech where I talk about Moments of Magic. These are positive experiences we create for our customers, including our internal customers, also known as our fellow employees. (If you’ve been following my work, you already knew that.) In the speech, I’ll ask audience members to share an example of when they created that experience.

During a recent keynote presentation to an audience of managers of a major retail chain, an example was shared, and it was a good one. Read more here.