CIVILITY

“For what shall it profit a man, if he shall gain the whole world, and lose his own soul?” -Jesus of Nazareth  One of the problems with modern economics centers on what define…

ART Alexia Ponce.

As we are treading increasingly into the AI jungle, here’s something to consider: In the agricultural age, we needed manual skills. In the industrial age, we needed knowledge for operating machines…

Business is broken. It may work for a few, but certainly not for many. It’s due to many factors, perhaps none more important than the story that defines it, so let’s consider an update.  The o…

BUSINESS

Business is broken. It may work for a few, but certainly not for many. It’s due to many factors, perhaps none more important than the story that defines it, so let’s consider an update.  The o…

When a business reacts to customers, it is late to the party. It is behind and trying to catch up. It is stuck in the fast brain—the fear center. It’s what happens when everything is a race to win.…

HUMANNESS

Adam Smith envisioned capitalism as a moral system rooted in fairness, shared prosperity and public good — not monopolies or corporatism.

When a business reacts to customers, it is late to the party. It is behind and trying to catch up. It is stuck in the fast brain—the fear center. It’s what happens when everything is a race to win.…

How do you see customers, as a revenue stream or as critical partners in your success? How do customers see you, as a vendor or a critical partner in their success? How about your suppliers or inve…

How do you see customers, as a revenue stream or as critical partners in your success? How do customers see you, as a vendor or a critical partner in their success? How about your suppliers or inve…

BUSINESS

How do you see customers, as a revenue stream or as critical partners in your success? How do customers see you, as a vendor or a critical partner in their success? How about your suppliers or inve…

Service is helping people; that’s it—nothing fancy or academic, just helping people accomplish things. For me, it’s exciting when I trip over a company that gets it when it comes to service. They a…

BUSINESS

December 31, 2020 Instead of being a blind supporter of today’s morally hazardous consumerism, Smith is perhaps its most astute critic.

Service is helping people; that’s it—nothing fancy or academic, just helping people accomplish things. For me, it’s exciting when I trip over a company that gets it when it comes to service. They a…

In the world of design (e.g., service design, product design), one key step that is constantly preached as critical is research. This is where the designer learns about needs. What’s right? What’s …

Discover the powerful CX metaphor of the Oxpecker and the Rhino, illustrating the balance of being a valuable, non-intrusive partner in your customer's life.

LEADERSHIP

In the world of design (e.g., service design, product design), one key step that is constantly preached as critical is research. This is where the designer learns about needs. What’s right? What’s …

I have said it often: asking questions is the best way to get an interaction off on the right foot. It is the quickest way to build relationships. Why? Because nothing says “you matter” better than…