Walking the talk. Every world-class Customer service organization is world-class to work for. It takes world-class leadership to provide the passion, inspiration, and discipline to all employees.
Rolling out new Customer Service content to an entire organization has never been simple—and today’s hybrid workplaces make it even more complex. With employees splitting time between remote work and the office, the challenge is no longer “What do we share?” but also “How do we reach everyone effectively?” One organization, PSECU (Pennsylvania State Employees… 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
Gen Z’s Lack of Service Aptitude Infuriates Customers Some are calling it the “Gen Z gaze”. Recently, on the platform X, older generations complained about the lousy customer service they are receiving nowadays, mainly from the younger generations. X user @pbprot shared a post that gained over 1.7 million views and started a firestorm of… Read Full Article
For over 4 decades, Southwest was an outlier in the US airline industry. They provided great customer service in an industry where it appeared their competitors were fighting to be the worst. Southwest was consistently ranked the #1 airline in domestic customer satisfaction. In our consulting workshops, Southwest was consistently mentioned when asked about what… Read Full Article
While most airlines chased customers with low fares, Delta has taken a different approach—banking on the idea that travelers would pay more for a better experience. That bold strategy has paid off: Delta is now the highest-earning airline in the U.S. and the most profitable, with a rare customer loyalty level in the industry. “We… Read Full Article
Long gone are the days of sitting employees in front of a screen and having them watch hours and hours of a talking head, training videos, or read training manuals. This is not just a generational trend. The way employees learn, retain, and consume information has evolved. Whether you are launching or keeping top of… Read Full Article
The Modern-Day White-Collar Sweatshop It’s 2025, and while AI, automation, and digital transformation continue to evolve how we do business, one thing hasn’t changed for many organizations: the call center still feels like the “white-collar sweatshop” of our time. Picture a typical call center—maybe even your own. Rows of cubicles, standardized scripts, and laser focus… Read Full Article
Instead of Leadership – Careship / How to eliminate potential hires who may not align with your values / The US Falls in the World Happiness Ranking / Young Adults are the Least Happy The US Falls in the World Happiness Ranking According to the World Happiness Report, the United States has fallen to #24… Read Full Article
Why Human Moments are More Critical than Ever / How QuikTrip Revolutionized the Convenience Story Industry / Why You May Not Be Investing in Customer Service The #1 Reason Why Companies do not invest in Customer Service One of my favorite books I read was The Slight Edge, written by Jeff Olson. It talks… Read Full Article
There is a Relationship-Disadvantaged Epidemic; Here’s What Your Business Can Do About It The majority of young men have never asked a woman out on a date in person My favorite podcaster, Scott Galloway recently said, “More than half of 18-24 males have never asked a woman out in person. Think about how tragic… Read Full Article
