Random Ponderings

Rivaled only by childbirth (so I am told) and buying a car, I don’t know of many life experiences that combine so much joy with so much...

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

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...

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...

Fundamentally exceptional consultative selling requires that the sales professional disappear within the process.  When a customer is...

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...

The lovely bride and I moved from the mountains of Colorado to the vineyards of Eastern Washington about six months ago.  Our new home...