Posts

Great Expectations

I am a big advocate for good customer service. Shocking, I know. Of course, nobody wants bad customer service and nobody wants to feel like the company they are supporting doesn’t care about their needs. That being said, I think you can easily…

The Locksmith

Most blog posts provide the reader answers to a problem, or are written to demonstrate one’s formed opinion. Instead, my intent for this blog is to ask a philosophical question about a complex customer experience issue faced by professionals.…
generic versus personalization

Personalization or go generic?

Having spent most of my career in hospitality, I see things very different than most. I have a special eye for detail and also for errors. Most of that relates to my own hotel experiences. I can almost guarantee that my experience of staying…