If you fly into Cleveland and need to rent a car…. OK, that’s an unlikely scenario, but for the sake of today’s story imagine that it’s possible. If you fly into Cleveland
Read MoreI ran across the results of a survey from Gallup recently. On the surface, it’s a simple question. Would you rather live an exciting life or a calm life? The
Read MoreYou know a trend is significant when it gets named, like “Cable Cutting” or “Binge Watching.” By that measure, “The Great Resignation” is real. The data supports the name. In August, a record
Read MoreWhat got you here won’t get you there. It’s a great phrase because it’s true and it applies to so many different parts of life. Want to be a better
Read MoreLast week, I wrote about the difference between customer service and customer experience and promised a discussion with my FiveFour Co-Founder, Dr. Nathan Unruh on the topic. Here’s that video. Every time we dig into this
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What’s the difference between customer service and customer experience? Most would say there isn’t a difference. But if you’re a business leader, the difference is monumental. I was thinking about it because National Customer
Read MoreI talk about the concept of employee engagement quite a lot. Employee engagement is a key predictor of a remarkable customer experience. Without an engaged team, it’s unlikely you will foster customer loyalty and
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It’s been 10 years since Steve Jobs passed away, but the lessons to be learned from his life and the business he built will be around for a long time. Possibly the best insight into
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We know that the pandemic changed how and where we work. Many companies have changed their policies on remote work, allowing people to come back to the office or continue
Read MoreWhat are your habits? Not the bad ones, like smoking or not making the bed. I mean the good habits, the ones that determine how much we get done every day. Whether
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