There probably is not one single entrepreneur or leader of a large enterprise who would suggest they would want their customers to become less loyal to the business. Yet, even with good intentions, that’s exactly what they are creating.

You may have heard me mention (and maybe many times) how much ...

A client recently asked me to come up with three questions their organization could ask internally that would help them understand what is necessary to drive the delivery of an enhanced customer experience.

Tough question, right?  Here’s the best I could come up with — and I’d appreciate if you hav...