The show Severance won 10 Emmys at the 2025 Emmy Awards. The concept of the wildly popular show Severance is builtaround a dystopian workplace experiment in which employees undergo a surgical procedure called “severance,” which splits their consciousness into two separate identities: “Innie,” the version of themselves that exists only at work and has no… Read Full Article
Spirit Airlines Files for Bankruptcy, Again It doesn’t matter how cheaply you sell your services and products; customers will not buy from you if your customer service is lousy. Spirit Airlines, the most hated brand in the US, has filed for Chapter 11 bankruptcy protection for the second time in less than a year. This… Read Full Article
Awesome Professional Development Best Practice Awesome Best Practice When speaking for Rentscale, the largest sales consulting and coaching company in the residential property management industry, I recently heard about a great best practice. Instead of hosting the traditional “book club,” they host a “YouTube club.” I absolutely love this. I immediately ripped off this idea… Read Full Article
Do You Really Need a CRM Degree? Here’s a Better Alternative… When CX business leaders consider advancing their careers, one option that often comes up is pursuing a customer relationship management (CRM) degree. After all, customer experience has become a top differentiator in today’s market, and organizations that excel in building relationships gain a significant… Read Full Article
We used to go to dinner, but now we order through apps like DoorDash. We used to go to the stores, but now we buy online. We used to work in offices, but now we work from home. We used to meet potential dating partners at social events, but now we swipe right on dating… Read Full Article
“…all Americans deserve good service. When folks pick up the phone and ask for help, they shouldn’t have to deal with AI robots or be routed to someone across the world. This bill puts American workers first and ensures people can talk to a real person who understands them when they need help,” said Senator Jim… Read Full Article
Lyft Offering Taxi Service on its App Lyft is beginning to offer traditional taxi rides through its app in addition to its usual rideshare services. Starting with a pilot in St. Louis, Lyft is rolling out a feature that allows riders to opt in to be paired with a licensed taxi when available, and can arrive… Read Full Article
A central part of Starbucks’ turnaround strategy—led by CEO Brian Niccol—is a renewed emphasis on human connection between employees and customers, shifting away from a tech-heavy approach. More than five years after introducing mobile-order-only pickup stores, the company is phasing out the concept, citing a lack of the inviting atmosphere it aims to cultivate. Starbucks… Read Full Article
First Federal Community Bank, based in Dover, OH, is focused on delivering a world-class client experience and a great employee experience to its team members. First Federal has conducted the World Class Leadership workshops and World Class Internal Culture workshops to establish leadership and internal communication standards. They have taken that focus a step further… Read Full Article
Costco’s strong reputation for customer service likely played a key role in its recent membership surge, adding approximately 5 million new members between 2023 and 2024. As of its fiscal Q2 2025 earnings call in March, total membership surpassed 78 million. Following this growth wave, Costco plans to open 29 new locations in 2025. One… Read Full Article
