The Curse of Knowledge Can Derail Innovation
I heard a story on the Manager Tools podcast that stuck with me. In the late ‘70s the chairman of Sony Corp., Akio Morita, noticed
July 19, 2021
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While problems may be beyond your control, problem resolution is not
On February 27 of this year, I placed an online order for a Husky 52” mobile workbench from The Home Depot. I chose to have
April 12, 2021
What is the real priority, CX programs or CX?
Customer experience (CX) is the product of any interaction between an organization and a customer. If you have a customer, then you have CX. Unfortunately,
February 23, 2021
What pandemic?
Over the holidays my wife and I dined at two steakhouses in the Denver area. Due to Covid-19 restrictions, we were not allowed to dine
January 12, 2021
Tampering masks true performance
Last week, I placed an order for a case of wine that shipped via FedEx Home Delivery® on Nov. 25th. On Nov. 28th I received
December 4, 2020
Support local restaurants during Covid-19
Between March and September of this year, sales at restaurants and bars plunged 27%, compared to the same period in 2019, according to the U.S.
November 3, 2020
Using research to interpret online reviews
A recent Wall Street Journal article provided a trove of insights into online consumer reviews based on academic research from Dartmouth, Harvard, and others. Some
October 30, 2020
Chat gone wrong
Imagine paying $216 per year for the privilege of receiving your monthly invoice at the correct address. In order to change the billing address on
September 29, 2020
The Music Plays Me
The following is a guest post by my friend and colleague, Chip Bell. I first met Chip 25 years ago during a customer service training
September 8, 2020
