
4 Leadership Lessons from Michael Jordan and The Last Dance
As a child of the 90s, a decade where the NBA was dominated by Michael Jordan and the Chicago Bulls, I found myself enthralled by […]
Continue reading »Identifying Our Customers And Serving Them Better
As a child of the 90s, a decade where the NBA was dominated by Michael Jordan and the Chicago Bulls, I found myself enthralled by […]
Continue reading »I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great […]
Continue reading »Shep Hyken has for a while been one of the top influencers and thought leaders in the customer service and experience space. And it’s been […]
Continue reading »I’ve written and spoken extensively in the past on whether or not quality scores are essential to contact center quality assurance. You can read a […]
Continue reading »I was recently cleaning out my inbox and saw a notification from Nextdoor.com. In it, one of my neighbors asked if we were in danger […]
Continue reading »On a recent road trip with my family, we pulled off the freeway for a quick lunch. We stopped at a restaurant with a drive-thru, […]
Continue reading »After a series of vacuum cleaners that lasted two or three years before biting the dust, we finally took the plunge and purchased a Dyson. […]
Continue reading »From the very beginning of this blog, it’s always been our practice to observe both good and bad customer experiences with the goal of learning […]
Continue reading »I’ve written about my falls while running in the past. It’s no secret that I’m a bit accident prone, and I have a fresh, new […]
Continue reading »Happy (belated) New Year! 2019 was a great year and as we’ve done in the past, I want to take a few moments to share […]
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