Behind the scenes

There’s an intricate dance behind every product, customer experience, or spectacle. Ideation, planning, execution – all essential. But here’s the truth: Few truly care about your behind-the-scenes struggles. When organizations fixate on challenges...

Human touch

How many emails and texts do you need to know your package is arriving? One? Five? Twenty? We’re outsourcing human engagement to automated systems, losing the personal touch in the process. One more notification becomes one too many. Maya Angelou wisely said,...

Appropriate response

When we assess, comment on, and provide feedback on an experience, we can easily cloud all the elements in our overall review. The room was tired, the product was not to our liking, and the experience was not as we are accustomed to. It is easy to label everything as...

Customer feedback loop

In business and service, the voice of the customer holds immense power. By actively listening to their feedback, organizations can unlock valuable insights that drive performance and enhance brand value. Despite this, few organizations undertake comprehensive customer...

You don’t have to be first

The one who matters is not the person who made the first movie or invented the device we now refer to as a smartphone or the first impressionist, writer, artist, scientist, or social influencer.  It is the one who does it with quality and care. We do not remember...