Leadership Keynote

In 1909 Harry Gordon Selfridge, the founder of Selfridge’s department store, is credited with saying, “The customer is always right”. Through the years, a number of my colleagues and I have emphasized that the customer is not always right but they are always the customer. I’ve come to believe that in order to be truly…

View Post

{Infographic} The ABCs of PCT & Its Critical Role in Outstanding Customer Experiences

View Post

{Infographic} All Business is Personal – Consistency with a Twist

View Post

{Infographic} The Future of Customer Service: Artificial Intelligence vs Human Intelligence

View Post

The Future of Customer Service: Human Intelligence (HI) or Artificial Intelligence (AI)

I have been slow to accept that, from a service perspective, humans will ever be replaced by computers. I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them. I…

View Post

{Infographic} Are You Up for the Human/Tech Challenge?

View Post

Lessons for How to Swim in a Blue Ocean from the Girls Auto Clinic

Often entrepreneurs reach out to me to discuss “customer-centricity” and the likely viability of their innovative products or services. To give you a sense of some of the key filters I use to evaluate the probable success of various ideas presented to me, let me offer an example of a small business that I think…

View Post