Listen to this interview to learn: Ruby's journey from swim coach to trainer of world-class companies, organizations, and associations, such as the Olympics, US Open, and the Superbowl. The loyalty and retention trend impacting many industries in the recovering economy. What premium suite ticket holders really value. Why organizations that treat their staff well have happier customers. How staff can inadvertently upset a customer by using the wrong word that is a near-universal hot button. The two-step process Zappos uses to define job criteria to ensure good hires. Ruby Newell-Legner talks with Bill Ringle about loyalty and retention trends in the hospitality and tourism industries and beyond.