Blog Archives

Constructing Better Customer Experiences via Story

The other day, a service business attempted to give me free money. Halfway through the process, I decided I didn’t trust them. They lost me as a customer, probably forever. Here is an analysis of what went wrong, and how

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Handling Breakdowns and Broken Promises

Just had a client ask about how to best handle a nagging problem — his people were loose and lax about keeping internal promises and hitting internal deadlines. I say “nagging problem” because it was bugging him, and he’d tried nagging his people — …

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