One of the most common challenges I hear my clients voice is calculating the return on investment (ROI) of their customer experience...

How well do you listen?? “Most people don't listen to understand, they listen with the intent to reply." - Stephen Covey Imagine you are...

Clearly something was wrong with the data. The numbers don’t just jump like that. Especially when we’re going through an acquisition. ...

The Paycheck Protection Program (PPP), which provided relief to small businesses during the COVID-19 crisis, was implemented quickly and...

How do you think about time? I love beautiful street clocks like this one. As I appreciate its beauty I'm reminded that as I get older,...

The other day I called a contact center. Maybe you've had a similar experience? "Hi I'd like to speak to the person who handles billing."...

“Mrs. Jones,”a long term customer, had just lost her husband after 54 years of marriage. To express condolences, the banker who knew the...

How would top brands measure up based on customer loyalty rather than traditional financial measurements? Fred Reichheld (Bain Consulting...

Various traditions describe the Holy Grail as a cup, dish, or stone with miraculous powers: providing eternal youth, or sustenance or...

As a teenager, one group of my friends were into “muscle cars.” They would often compare engines between their Firebirds, Cameros, and...