Frictionless: The Best Customer Experience Requires No Service
Jeff Bezos once asked Bill Price, Amazon’s first Senior VP of Global Customer [...]
The Fastest Way to Lose Customers: Waste Their Time
Want to know the fastest way to lose customers? Waste their time. In [...]
Being Better Than Your Competition Isn’t Enough When it Comes to Customer Service
Your customers are no longer just comparing you to your competitors. They’re comparing [...]
Your Call is NOT Important to Us and Other Customer Service Experience Insights from Shep Hyken
In my recent podcast, I spoke with Shep Hyken, a member of the [...]
The “Good Guys” Win
It’s good for business when you’re good at what you do. It’s great [...]
The Pursuit of Discomfort and New Skills
Many people avoid challenges because learning is frustrating at first. But avoiding growth [...]
Why Great Employees Should Think Beyond Their Job Titles
The strongest teams don’t operate in silos—they collaborate across functions. In my conversation [...]
Authenticity vs. Imitation
What defines your workplace culture—authenticity or imitation? In my conversation with Ryan Patrick, [...]
Hard Conversations Made Easy: Planning
Avoiding tough conversations is a short-term solution with long-term consequences. Leaders who fail [...]
Does Silence Mean Consent?
Silence is often interpreted as consent in the workplace. When leaders avoid tough [...]