I had a friend doing some customer experience work for one of the biggest brands in the world. She told me they had made a…

A couple of weeks ago I was speaking at a conference and found myself in a conversation with the president of a large distribution company….

This weekend, I got the call that I’d been both expecting and dreading for the past few months.   A member of my family who’d…

“I can get you those numbers.” Or “I’m sure I could get that information.” These are both examples of the most harmful phrases to be…