More than 25 years ago, Horst Schulze, former President of The Ritz-Carlton Hotel Company, wrote the foreword to David McNair’s first book on Exceptional Customer Service. His words still ring true today: exceptional service begins with people, but it must be supported by culture, training, systems, and leadership. It is a timeless reminder that service excellence is never accidental. It is built intentionally through shared values, empowered teams, and a genuine commitment to care.

Full calendars. Endless meetings. Constant decisions. But is all that activity actually creating meaningful impact? The difference isn’t more effort—it’s the discipline to pause with intention.

Perspectives on preparing leaders and workforces for an AI-enabled future, and the role of partnership in driving meaningful impact.

At Charleston’s CRDA investor retreat, business and civic leaders came together to reflect on the region’s future and the conditions needed for continued growth. The conversation revealed clear priorities around regional coordination, workforce development, innovation, and the shared ownership required to move Charleston forward.

How do you improve experience scores in a meaningful, measurable way? The New England Aquarium did it by treating experience as a system—aligning people, behaviors, and purpose to drive a 15% increase in satisfaction and a major 22 point lift in Net Promoter Score.

Charleston and the Lowcountry are poised to become a leading destination for innovation, building on world-class assets like Clemson’s advanced wind-turbine drivetrain testing facility, MUSC’s global impact in health and life sciences, strong regional colleges and universities, and notable industry partners. Long known as a top destination for tourism, weddings, and corporate retreats, the region now has the opportunity to be recognized as a premier hub for innovation and a knowledge-based economy over the next 5 to 10 years.

In the middle of a rainy, early-morning warehouse meeting, inspiration came from an unexpected place: a quiet leader named Rick, who reminded his team that success begins with a simple principle: “Do what’s right and do what makes sense.” His heartfelt message was a powerful example of how values, trust, and respect can guide everyday decisions and strengthen a culture of true service partnership.