It’s early fall and football is back! I’m passionate about this sport at all levels, rooting for the Michigan Wolverines, San Francisco 49ers, and Foothill Falcons, where our son played through high school. Despite the violent nature of hitting and tackling, there’s a special bond formed by players and coaches
A few months back, I came across an article on how the customer experience is being elevated in, of all places, the convenience store gas station. CX evangelist Dan Gingess gave examples of how well-known chains including Wawa (Northeast US), Buc-ee’s (Texas) and even the dominant 7-Eleven have invested heavily in making
Some people love going to Las Vegas, while others loathe the place. Without question, it has evolved over recent decades from a gambling haven to a tourist destination that offers a wide spectrum of ways to spend time and money. As Experience Economy authors Pine and Gilmore state, “Time is the currency
A dear friend recently lamented about a recent visit to McDonald’s. She stopped in to order and pick up a meal for her parents. Once inside, she noticed how empty it felt, with kiosks replacing people to take orders and handle payment. Nobody greeted or thanked her when she picked up her
With all the automation taking place in our world, it’s become all too easy to be void of human interaction. Many tasks that used to require human contact can now be done without it: shopping, filling the car with gas, ordering food for delivery…even taxi service if you’re brave enough to go
Elevate your perspective on the role of medical device sales representatives in the evolving landscape of ophthalmology.
Compassion is all part of what makes a great patient experience. Can AI help coach doctors in communicating?
Amidst all the trends in medical practices to create efficiency, the telephone seems like the easiest target. Starting with phone trees asking us to “press 1 if we want X, press 2 if we want Y,” this drive to better productivity is, in some ways, counterproductive. We see this all the
Now that we are just past the airline debacle that Southwest delivered for Christmas, some are wondering if the airline – my favorite – will survive. The disruption at the “most wonderful time of the year” affected millions of people, from employees to travelers and their families they could not spend
Reviews Are The Norm I find it amazing how reviews have become a norm in our consumer lives. Remember how we used to lean on Siskel & Ebert for movie reviews? Or how we would read the restaurant critic’s opinion of a new eating venue in the local paper? That
