The Experience Economy

I have just dialed into a large (very large) retail organization to check on a pending order.  I am greeted by an interactive voice response (IVR) system. I only need an answer … Read More

Service as a Citizen of the World

Many of us enjoy doing business with people from countries, ethnicities, and backgrounds that are different from our own. This brings into our lives, and the lives of those we serve, a … Read More