The world is going to hell in a handcart. That's the impression of anyone reading the news - which means even small personal touches and little gestures 'wow' customers.
Even modest investment in better service has disproportionately large impact because the contrast with the norm is huge.
Developments in 2012 raise concerns rather than spirits. My list of depressing realities include:
In a world gone wrong, smart businesses simply need to get a few things right to win big.
When the average daily experience is mildly depressive at best, it's easy for true service leaders to stand out. The bar has been set low - let's see how many businesses still clear it.