IT help desks, and customer service organizations in general, exist to help their customers solve problems. Sometimes, the people who run those organizations forget. Only by instilling the right culture and beliefs can you ensure that your help desk truly helps. It's not me, it's you "We've...

This week I wad the pleasure of attending training at The Fun Dept., an organization that simply believes that work should be fun.  More importantly, they actively work with companies of all sizes to build fun right into the fabric of the organization. Fun in...

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...

Does your organization truly understand the meaning of culture, or are you just painting on the appearance of a culture and missing all of the underlying principles that make culture matter?  If so, then you're culturewashing, and it's not a good idea. The Power of Culture "Culture...

If you're a regular reader of my blog then you know that I have a slight Disney World problem. As a kid, I thought it was a great place to go. As an adult, I appreciate it as a masterful application of design thinking, a...

A couple of days ago I came across this article on Cracked.com; the article describes two instances of the Customer Experience Death Spiral.  If you're not familiar with Cracked, be advised that the language can be strong and, worse yet, the humor uneven, but hidden...