At first, I didn't take my own advice.

I sat down with my good friend, Kayla Barrett, the CEO of Organization Impact, on December 28. Over the last several years we've partnered on several customer experience and employee engagement projects…Read more

The feedback and questions from my previous post have been really powerful. They were so good, in fact, that I that instead of just posting responses to each individual site, I decided would address a few of the key themes…Read more

While at a conference last week I had lunch with a doctor who is also a best-selling author and the owner of a medical practice with multiple locations. We started talking about her practice and the patients' experiences. After a…Read more

Let's get real for a moment. 

Most of us have heard, and probably espoused, that "Our customers come first" or that "We value our customers." Maybe you've even gone so far as to fill out one of those silly industry…Read more

"I heard everyone in front of me getting the same explanation from the front desk agent, 'We're sorry we only have king beds left and there are no more rollaway beds available.' They all just went along with it. They…Read more

During a recent a Twitter discussion a follower asked me (@TonyBodoh):

"What's one thing you think every company could do to improve their customer experience?"

I loved the question for two reasons:

First, most companies focus on changing too…Read more

I know. You're thinking I've gone crazy. You might be right, but indulge me for a moment.

Have you ever had that nagging feeling that maybe some customer experiences are not meant to be delightful or easy?

Think for example…Read more

My wife meticulously folded the material, measured and cut. I watched silently and with some amazement knowing that if I was to embark on the adventure of making my daughter's Halloween costume, she (well, probably both my daughter and my…Read more

Big data, text mining and dozens of other technologies are here to stay. Yes, they are helpful, but in most cases, the best computing machine you have is the one between your ears.  Its especially useful if you learn how…Read more

I recently had the opportunity to work with one of the world's top mental performance coaching companies.  They brought in their coaches from around the world who work with athletes in a variety of sports ranging from amateur teen soccer…Read more

I really like dark chocolate. I like the bittersweetness. I like the "warmth" of it as I slowly savor it.  I like that I can rationalize it is healthy for me.

But I don't always want dark chocolate. I can…Read more