Random Ponderings

As I travel the globe discussing the customer experience with companies and associations of all sizes, I am repeatedly asked one critical...

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...

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...

Muddy Waters understood the challenge of rapport building.  In part one of this two-part blog post , I used the iconic Waters’ blues...

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