The Library.

In my last blog, I explored how some large companies treat customers as nothing more than account numbers — faceless entries on a balance sheet. Ironically, while reflecting on that topic, I began reading No More Tears: The Dark Secrets of Johnson & Johnson by Gardiner Harris

I have a friend who is a true car enthusiast. He doesn't just drive his cars; he cherishes them. So, when he bought a Tesla six years ago, it was a match made in heaven.

We’ve all experienced poor customer service. The lingering frustration, however, isn't just about wasted time or a minor hassle. At its core, what truly upsets us is a sense of injustice.

We are tired of repeated phrases. They don't mean anything. Be authentic. This is how you do it.

We’ve all been there. That moment of sheer, desperate urgency when finding a restroom becomes your single, all-consuming mission. Now, imagine that moment is compounded by a confusing gatekeeper and a hidden solution.

On this blog we talk a lot about customer reviews. In theory, they are the perfect measure of a company's customer experience—an unbiased report card straight from the source.

We’ve all been there—stuck in customer service hell, dealing with a company that seems determined to make our lives harder. While minor frustrations are common, some customer experience failures are so awful they become famous.

Have you ever tried to log into a website, only to be stopped by an image puzzle—broken into squares—demanding you identify buses, traffic lights, or motorcycles?