I just read an article stating the following: “A direct correlation has been established between customer experience and loyalty.“ Is this news somehow? Is there anyone in business that doesn’t know this…intuitively? If not…what do you not get? When you’re a customer, if you get awful service and have a terrible experience, do you go … Continue reading Customer experience has a correlation to customer loyalty … DUH.

“The death of one person is a tragedy. The death of millions is a statistic.” -Kurt Tucholsky (quoted by Joseph Stalin) Dehumanization. It’s the denial of the humanity of others to justify behavior. It’s a big deal and a big problem.  For decades, we have been chipping away at removing humans and their concerns from … Continue reading I’m for the humans.

I chuckle when I hear executives boast that 98% of their customers say they are satisfied. While that sounds really good, is it really? Imagine you sell some high-priced techno-gadget. Now, imagine you sold 100,000 of them last year. If you had 98% satisfied customers, you also had 2% unsatisfied. That’s 2000 people. 2000!  Are … Continue reading Numbers can be misleading.

Ordinary is defined as having no special or distinctive features, i.e., humdrum.  Sounds to me like ‘good enough,’ and if you are like me and want a more than humdrum world, ‘good enough’ is not ‘good enough.' I want things and experiences that make me take notice, things and experiences that are remarkable. But why … Continue reading In a world with AI, ordinary = replacement.