Client-focused strategies to enhance revenues, drive new and repeat business, and delight your customers


What Elon Musk Gets About Customer Feedback

  • October 3, 2017

I have said it before, most customer surveys are a waste of time. I had a bad experience at Best Buy, so I decided to share some free feedback with their CEO – didn’t ask for anything, just wanted to share my suggestions as a customer. My email got forwarded to someone, who proceeded to […]

Keep Reading

Ep 7. Being a Contact Center Agent Sucks and how we can fix it

  • August 20, 2017

I asked an executive if his son would be considering a job in his own call center from the look on his face, you would think I was suggesting his son take a job with ISIS! He was completely disgusted with the question. I don’t completely blame him, the job sucked when I first did […]

Keep Reading

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 […]

Keep Reading