If you are a frequent traveler, you are well aware of the loyalty programs offered by hotel chains and airlines.  These programs give the traveler a goal to work toward so that they may earn certain perks at the hotel or airline, such as bonus points, free upgrades, etc.  If these programs are able to keep customers loyal in the travel industry, why not apply them to any industry?  A few days ago my husband and I went through the Starbucks drive thru for a coffee.  When I pulled up to the window to pay, I was told it would be a few minutes while my decaf finishes brewing.  After the guy took my...

By Robin Saylor / AbileneBiz contributor   Do you have a Director of Wow in your organization? How about a Wizard of Whatever? While attending a convention recently in Oklahoma City, I had the good fortune of staying at a hotel that boasted those two employees along with a number of other creatively titled staff members. My travel companions and I arrived at the Renaissance Convention Center Hotel & Spa to find a lobby packed to the seams with conventioneers waiting to check in. As we approached the front desk, I glanced at the clerk’s official nametag. I looked again, this time more closely....