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.
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
In February 2007, then Starbucks Chairman Howard Schultz penned a scathing internal memo titled “The Commoditization of the Starbucks Experience,” expressing concerns that rapid expansion and certain operational decisions diluted the brand’s unique appeal. The following are some of his excerpts: The Commoditization of the Starbucks Experience Memo Over the past ten years, in order… Read Full Article
Your CX (Customer Experience) is always on stage. Today, too many companies think they are in a race to evolve their customer experience from costly human interactions to technology like self-check-in/out, apps, kiosks, social media, and online support. While these represent a necessary evolution for most business models, we must not send the message to… Read Full Article
The Work-from-Home Debate / Jamie Dimon’s leaked video on return to work / The Death of Remote & Hybrid Work is Greatly Exaggerated / Pros & Cons of WFH Since the end of the pandemic, most businesses have realized they had to offer their employees hybrid, flexible, work-from-home (WFH) models. Employees who work from home… Read Full Article
