Management Consulting and Training Since 1993
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“Will You Be Coming Back to Our Island?”

What happens when customer experience is impacted by things outside your control?

No Room at the Inn… or IS There?

When stratification can help you find the answer hiding in your data.

The Smoothie Problem

How do you know which improvement ideas worked?

Great job! I hate you.

Ever do a great job for a customer, but then found out they will try your competitor next time?

Cheers to Cheerio

Amazing CX from a company that makes saying goodbye to your pet a little easier.

If Only the Private Sector Could be as Efficient as the Government

There’s something I never expected to type…

How to Bet the Big Game

Does data rule or should you make decisions based on experience and intuition?

The Weakest Link

Customer experience is often dictated by the weakest link…