Inspiring initiative
Two weeks ago we received a late spring snowstorm that left several inches of snow on our back deck. Because my teenage son was hosting
April 22, 2019
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The true cost of outsourcing
Last week, in preparation for spring break in the mountains, I called my local Ford dealership to ask a couple of questions about my service
March 30, 2019
You don’t have to be a B Corp to have a purpose
In recent years, I’ve read a number of articles that attribute the rise in B Corps to organizations’ desire to be seen as interested in
February 25, 2019
When automation hinders the customer experience, hit the reset button
I read an article in the January 15, 2019 issue of the Wall Street Journal that pointed out the limitations of a robot-staffed hotel, the
January 22, 2019
Customer-centricity in action
Analysis of the newly released Wall Street Journal Management Top 250 (the Drucker Institute’s second annual ranking of best-managed companies) suggests that the possible secret
December 3, 2018
The Commitment Quadrant
Over three decades of working in training and development has taught me, among other things, that many managers are skeptical about the return on investment
November 5, 2018
Comcast is making customer experience its best product
Last week I had the privilege of traveling to Philadelphia to visit the newly-opened Comcast Technology Center where I was joined by a cast of customer
October 26, 2018
Virtual Reality: Translating Virtual Lessons Into Real Performance
This week I was introduced to an innovation in learning technology developed by STRIVR Labs, the world leader in virtual reality (VR) to train individuals
October 15, 2017
“Snap out of it!”
Have you ever heard someone say, “They don’t pay me enough to do this job”? If I had a captive audience with an employee who
October 2, 2017
