If You Can’t Answer This, You’re Just Not Ready Yet
The trap of big data is that many companies can't answer the basic questions first. Start there.
Category
Customer Experience
When Saving a Dollar Costs You Twenty
My book, Evergreen, was recently named by Book Authority as the #4 Best Customer Service Book of All Time. I was pretty excited when I heard the news.
As I quickly scrolled down the
Back To Basics? No, Ever Further Back!
A colleague of mine was talking to one of the largest Canadian success stories of the last 20 years recently.
They've had some turbulent times, but are still a significant player.
He
Hold ‘Em, Fold ‘Em, or Walk? Here’s How To Know
I was talking to a colleague new to the business world who told me he had been working on a new initiative, it wasn’t working as well as expected, and
How to Create a Showstopping Customer Experience
Last week we took the girls to see Disney's Frozen on Broadway in New York City.
We happened to be sitting in front of a famous Hollywood actor. We got to talking before
Honing Your Single Most Important Competitive Advantage
Last week in Newport, Rhode Island I was reminded of what a healthy and robust economy we’re currently living in.
On a quiet Tuesday night, the restaurant we dined at, The
Let Go Of The Anchor – Don’t Sink To The Bottom!
Today at my gym we did the “Murph” workout. Murph is a classic “Hero” workout from the Crossfit world done every year to commemorate a fallen soldier, Michael P. Murphy. The Murph workout is not
Big City, Bright Lights, It’s Showtime!
I just arrived in New York City.
Tomorrow morning I’ll be speaking to a group of over 800 people from the Broadway/Theater industry.
I’ll be talking to them about an industry facing
You’ve Got the Right Answer to the Wrong Question
This is one of my favorite business stories of all time:
“Semiconductor giant Intel was originally a memory chip manufacturer. But by 1985, memory chips had been losing them money for
Upside, Downside, and The Problem with Slothiness
Next week I’m traveling to the UK with one of my clients.
We’ll be flying business class, drinking champagne, and spending many hours talking about the next stage of his business