About That Horse You Rode In On…
What’s your second act? In 2001, at the time of the 9/11 attacks, it’s arguable that Delta Airlines was sitting in the best position of any other airline in the […]
On Weaving Spiders
How weaving spiders can destroy your career, your organization, and your strategy. Imagine a set of dialogues that goes something like this: Dialogue 1 – Hotel lounge at an industry […]
Yeah But, Yeah But, Do!
With an overabundance of data and information, we have to find a way to get past “yeah, but” and get to “do!” Did you know that some poor soul […]
About That Winning Streak…
Winning streaks are both essential and dangerous…know the difference. How important are winning streaks? A winning streak is a great thing. It shows consistency. It shows advantage. It shows […]
Technology – Putting the Cuss in Customer Experience
Why technology is indirectly stressing our customer service experience The other day, while waiting for my prescription to be filled, I was subjected to one side of a heated […]
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