I am sure you have seen this; you walk into a place of business and encounter an employee with a bad attitude or just indifference.  What causes this, and, more importantly, what can be done about it? The Arbinger Institute tells us in their books about something called the Collusion Model.  I like to call … Continue reading Ending the Attitude Death Spiral

There seems to be a lot of talk these days about Millennials and much of the talk is negative.  While we could debate the pros and cons of Millennials until we’re blue in the face, it’s not something I want to explore.  What I do want to look at is a lesson we could all … Continue reading A Lesson For the Ages From Millennials

“All customers are the same.”  Thus spoke the contractor doing some work on my house.  Now that phrase probably sent waves of concern over customer experience professionals everywhere because they would say you need to create personas for every different type of customer and adjust your experience design to fit them, etc., etc.  But I … Continue reading All Customers Are the Same