Understanding the Distinction: Customer Experience vs. Customer Service with Dan Gingiss. In today’s competitive marketplace, businesses often tout their “excellent customer service” as a hallmark of their brand. However, what many fail to recognize is that customer service is only one facet of a much broader and increasingly crucial discipline: customer experience (CX). While Understanding […]

“Technology is exponential but humans are not and can do great things, but it does not WANT to do great things – it does not want anything” says Apple’s CEO Tim Cook (a quote I have often used in my talks). Technology is a tool not a purpose – see my ‘carpenter and the hammer […]

In an era where customer expectations are higher than ever, many Retail Businesses Are Failing at Customer Service and experience. Despite technological advancements and increased competition, the quality of customer interactions has seen a noticeable decline.​ The Failing at Customer Service Quality Recent studies highlight a troubling trend: customer satisfaction is at a decade low. […]

Welcome to the Dunder Mifflin Leadership Wisdom, where we draw inspiration from the legendary antics of The Office’s Michael Scott, Jim Halpert, and even Dwight Schrute. While the show may be known for its hilarious mishaps and quirky characters, there’s an underlying theme that every leader can learn from: the importance of motivating your staff. […]

With all the recent fervor over the confrontation between Will Smith and Chris Rock at the Oscars® over a comment made about Jada Pinkett Smith, there’s one character I have yet to Change Your Perspective, Improve Your Response to see explored in the aftermath: G.I. Jane. Several years ago, when I was building my business […]

IT’S A NORMAL DAY ON ALIWAL SHOAL. ABOVE TWENTY DEGREES CELSIUS,  BLUE WATER WITH SMALL PARTICLES, A LITTLE BIT OF A CURRENT PUSHING, WE DRIFT ALONG WITH IT, WAITING FOR THE SHARKS… (THIS IS THE STORY OF MY FIRST EVER FREEDIVE WITH SHARKS) It’s a clear blue sky, warm air and a slight breeze- winter […]

The Cost of Neglecting Customer Experience in today’s competitive events industry, customer experience (CX) has emerged as a defining element of success. Event planners and bookers are no longer evaluated solely on logistics or creativity; instead, they are judged by the overall experience they provide—from the first point of contact to the post-event follow-up. Neglecting […]

Generosity is an interesting beast. As a charity CEO, I have seen it expressed in many different ways. The best kind of generosity comes with warmth and good old NSA – no strings attached. This kind of generosity is glorious to witness and is the backbone of charity work all over the world. The worst […]