11 CX Flaws that Foretell a Company’s Fatal Future

Fatal CX flaws in thinking and strategy foretell the demise of most companies trying to improve their customers’ experience. Their efforts become an epic comedy of errors to the tune of the [...]


3 Uncommon Steps to Coach Better

Managers coach better when they have been coached well. What happens if they haven’t experienced good coaching? Unfortunately, research indicates that only 75% of managers do more managing [...]


The Resurrection or Annihilation of Better Service?

Customers demand better service; they have the power. Remember in the movie I, Robot, where the droids are activated as a group. Then they began to attack the human population? It is a [...]


How to Transform Your Coaching Discussions

The quality of a coaching discussion sets the tone for how effective a coach becomes. The coach brings the expertise and the other person needs the knowledge or skill. Power is divided. Authority [...]