One of the biggest reasons, if not the biggest reason, customer experiences are so bad these days is due to too many business leaders not knowing the game they are playing and thus not having a team aligned and playing together. To begin, let’s address what we mean by the game businesses are playing. Ultimately … Continue reading The big reason most customer experiences suck and the shift that needs to happen to change that.

We measure everything these days. I heard a disturbing story on the radio about a place where they have figured out measures for what makes a woman more beautiful than another. They have determined that a certain length of legs, size of chest, weight, jawline angle, and more make for the most beautiful and appealing … Continue reading Goal achievement could be making you mediocre.

You’ve been getting sick a lot lately so you go to the doctor. They’re not sure exactly what’s going on so you’re prescribed a regimen of tests.  You dutifully go through all the hassles. You are stripped, robed, put into machines, poked, prodded, and had tubes put where no tubes should go. Then, you’re told … Continue reading You may call them soft skills, but they’re not soft, they’re human, and they matter a great deal.

Who is on your team? What people make up your business? Simple answer, execs, employees, and maybe investors. Isn’t that it? For most people, it is. But I think that misses a potential opportunity. What if you thought of your team as more than those in your immediate view? What if you included customers in … Continue reading Who is on your team? Is someone missing?