Category: Customer Experience

It’s a trick question. The right answer has nothing to do with how awesome your customers are. It has...

Tonight we had a delicious dinner at Famous Dave’s in Burnsville. I’ll be honest, what brought us there was...

 While politicians use the state of the economy to serve their ends in a US election year, most of us just want...

Recently I taught a seminar in Kuala Lumpur (Malaysia). Since neither of us had been there before I brought my...

An extremely exclusive club has just lost another member. Now that Continental Airlines has bagged its free...

Recently, at our weekly breakfast club meeting we were treated to one of the better dining experiences I have...

In his book “Free“, Chris Anderson talks about how an abundance of information can lead to a scarcity of...

Here is your Daily Dose of Amazing Service: Don’t let automatic customers become invisible customers And...

Here is your Daily Dose of Amazing Service: Eliminate invisible customers And here are some additional...

A couple weeks ago my mom was in the hospital. She had a knee replacement, a procedure she was already familiar...