United Airlines recently made headlines for violently removing a paying customer from an overbooked flight.  How does an organization end up in a position where it's physically abusing its customers? Looking closely, we see that the state of United's customer experience practices makes this and...

Walmart, long known as the mega-retailer that most successfully wrings every nickel out of the cost of doing business, recently made headlines in a different way.  The New York Times ran an article titled “How Did Walmart Get Cleaner Stores and Higher Sales? It Paid...

"The customer's about to leave anyway, so give them the hard sell and see if you can lure them back.  After all, what have you got to lose?"  Looking at non-customers as unimportant is a shortsighted approach that undermines your brand. Some companies think that...

When your company has an opportunity to either build or destroy a relationship with a customer, that's a moment of truth.  Moments of truth are everything; everything that your company does is in preparation of those moments.  If you get it right, you've kept a...

In educational psychology, there's an important concept called "intrinsic motivation." You probably already intuitively know what intrinsic motivation is. That's what you're talking about if you've ever said something like, "I know that they don't get paid much, but still, you'd think they'd at least...

Keith had had enough.  He had signed up with Amazing Page, a search engine optimization (SEO) provider seven months ago, and had almost immediately been disappointed with the results.  For months he had invested time and energy working with the vendor to get the success he'd...

In November of 2014, my father had a "serious cardiac event," which is the polite way of saying he just missed having a heart attack. That same year, my wife and I gave my teenage son a Bunjo chair for Christmas. On the surface, these...