Zappos for the win!
What's the ROI of hugging your Mom? Not everything lives up to the height advertised. As such, at times I find myself inadvertently lowering my expectation of what I’m told to expect. So…my recent time spend at...
Read MoreCategory: Leadership
Greatness, in obscurity
If we can nail CX in fast food, can't we nail it every where else? My first job out of college, I...
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Service without question
Milkshake fixed “I took my daughter to @innout and of course we added on a chocolate shake to our...
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The CoXen Cycle: Adapt phase
To survive, and have hope to thrive, you must Adapt Have you ever wondered why the company you...
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Do you really want to know, and are you really listening?
You are the brand of the company you work for! A simple Google search will net the fact that...
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The CoXen Cycle: Refine phase
"They stick their head in the sand, or worse,...Try to convince themselves that the real problem...
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The CoXen Cycle: Mold phase
"Molding is little movements done well and measured well, to prepare for big moves and deleverage...
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It starts with leadership!
Leaders play a powerful role on many fronts. They are a key in setting strategy, adapting to...
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The Azul Review; Part 5: Leadership
“It doesn’t make sense to hire smart people and tell them what to do; we hire smart people so they...
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The CoXen Cycle: Discover, Mold, Refine, Adapt
Your CX; Understood, Managed, & Optimized Can you think of a company without a customer base?...
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Issues?!? You got this…or do you?
Our most loyal customers see us on our best and worst days. The ways we prepare for and handle the...
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Be thankful for Nick!
Maybe past on the leftover turkey sandwich for just one post-Thanksgiving meal and go to a local...
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What is being talked about…