Category: Customer Experience

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...

Not long ago I flew into to Charlotte on my way to Roanoke, VA. In the past 10 months I had seen way too many...

One of my favorite movies is Coach Carter. It’s based on the true story of a high school star basketball player...

The buzz in the world of coffee these days is not being produced by caffeine intake. It’s generated by the...