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On Being a Human Being

  • February 1, 2017

I was that kid in grade school. I would pick on my classmates – I would even write songs and mock them till they were in tears or were so enraged they wanted to beat me up. I was fast, so I would take off running.  Occasionally I would get caught and get my comeuppance. The consequences continued once […]

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HOW TO GET SERIOUS ABOUT CUSTOMER EXPERIENCE: SEPARATING SIGNAL FROM NOISE

  • October 30, 2016

“Water is wet! Customer Experience is good!” Your feed is probably filled with articles about the customer experience. Many of them are great and you are probably nodding in agreement at most of it. But now what? The next piece of content agrees with the last one you read or watched, the volume is louder, […]

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Say Goodbye to Your Service Job

  • December 24, 2015

Our CEO would frequently refer to our company as a “family” every time he would speak. It always had a stench of bullshit to me, but today it stunk pretty bad. Like every family, a time comes when you have to make tough decisions when the going gets rough. Today was one of those days; […]

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