Random Ponderings

The Customer Experience! It is a phrase I like to use to remind my clients what they are creating every day for the consumer. That was...

One of the fundamental tenets of performance improvement is to identify a metric that measures how you are doing.  In business, the...

No matter how committed your organization is to service excellence and the customer experience , you will miss the mark on occasion.  I...

Walla Walla, Washington , the sleepy town near which my lovely bride and I moved a few months ago, generously lists its population at...

It was a day that epitomizes why my lovely bride and I frequently travel to Healdsburg , a sleepy little village nestled in the middle of...

I was skimming my business expenses on my American Express statement when I came across the $1600 charge for my two day, one way car...

Last month, my lovely bride and I moved .  When you move into a new home, you have a concentrated opportunity to experience service...