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October 22, 2015

COLLABORATION

Are You (Customer) Experienced? Jimi Hendrix and CX

Like most “overnight” sensations, Jimi Hendrix was not an immediate success. He burst onto the American music scene at the Monterey Pop Festival in June 1967, after a fascinating series...

August 6, 2015

COLLABORATION

The Best Service Humanly Possible

Sitting in traffic the other day, I tuned off my Peter Frampton Spotify channel and started to listen to New York area local AM radio. The president of a mortgage...

June 16, 2015

COLLABORATION

Can Your Customers Name Your Brand in Three Notes?

Drummer Bernard Purdie has played on over four thousand recordings in his fifty-year career. The self-proclaimed “Hitmaker”, he has recorded with Steely Dan, B.B. King, Hall and Oates, Miles Davis,...

April 30, 2015

COLLABORATION

Don’t You (Forget about Employee Engagement)

Tonight I’m heading out for a huge slice of nostalgia. I’m going to see 1980s pop group Simple Minds. No doubt there’ll be much reminiscing and swaying of...