This really must stop. I fully recognize that this is an impossible request, but really: you must stop leaving me. I’m shattered to report that my uncle, Col. George M. Connell, USMC (ret) passed away yesterday. Appropriately, many of us…
Until Morale Improves, Continue the Beatings Will
It’s easy to forget that the relationship between employer and employees is not just an analogue to businesses and customers. They are, for all intent and purposes, exactly the same. There is an exchange of goods and services (work) for…
Time to Fire Your Customer, It Is
In my role as a strategic solutions consultant, I work with my colleagues to accomplish two objectives: understand what our customers are trying to do and why, and effectively communicate the power of our solutions. A recent conversation with one…
Source of Good CX, the Holidays Are
Ahhh, holidays. I use that word, holidays, in both senses: a break from the regular working life usually spent with friends and family that often involves travel, and the traditional celebrations occurring near the end of the calendar year. They…
The Stone, the Windshield, and the Army
It was turning out to be just another typical Tuesday: up at oh-dark-thirty, in the car, on my way to a client meeting. In this case, I was on my way to a U.S. Army post. And then, The Stone. …
Tools of the Trade
OK, I admit it: I’m a bit of a geek. I love Dr. Who, Star Trek (In all its incarnations. Yes, even Enterprise.). I love playing with new technology, but only if that technology is something useful. I’m not all…
Keep It Simple, Survey (Author)
In my last post I emphasized the need to prevent getting “journey-jammed”, focusing too much on too large a goal than is practical to handle all at once. Here’ I’d like to comment on the tactical elements to get good,…
It’s the journey, not The Journey
I love to read. I’m voracious. From the sides of the box of morning cereal, to magazines, to books, to blogs, to tweets, and back again. If I have more than 30 seconds between tasks, you’ll find me head-down reading…
From the Mouths of (Ten Year Old) Babes
“Daddy? I love you.” *sigh* As many know, I can become emotional at the drop of a hat. Movies, novels, songs, TV commercials, makes no matter. My heart is on my sleeve at all times. So, last night, when my…
The Power of Decisions
My father-in-law passed away yesterday. He leaves behind his wife Lynn, two children, four grandchildren, a daughter- and a son-in-law, and friends and extended family across the country. When I first met Tom, my wife and I had been dating…