by John Petersen & Richard Spoon | Jul 8, 2025 | Leadership, Customers
I recently saw a fascinating video from a famous 1998 study called the “Door Study,” which shows an unsuspecting subject providing directions to another person. Amazingly, the subject fails to notice when the person they are speaking with is replaced as two people...
by Matthew Cook and John Hans | Jul 7, 2025 | Customers
Edited by Paulena Edelman In 1962, one Walmart store opened its doors in Rogers, Arkansas. Fast forward to 2025: Walmart operates 10,750 stores and 600 Sam’s Clubs across 19 countries. In 1994, Amazon—then called Cadabra—only sold books. Today, it offers over 600...
by Richard Spoon | Sep 15, 2020 | Customers, Branding
It can sometimes feel like we’ve lived through multiple years in the mere six months since the COVID-19 pandemic began. That feeling is due in part to the rapid pace of change so many of us have experienced during this time—both personally and professionally. Indeed,...
by Amy Lazarus | Jan 18, 2018 | Change Management, Customers
If you were fishing and had a fish on the hook, would you ever cut the line? Probably not, but that is what my service team was doing until we realized the error in our process, and made a small change that resulted in a big impact. To explain, I ran the service...
by Blaze Petersen | Dec 19, 2016 | Customers
We have all heard the reasons why providing a great customer experience is the secret sauce to business success. It requires less effort to retain existing customers than to acquire new ones, unsatisfied customers are more likely to tell others about a bad experience...
by Skip Dampier | Mar 2, 2016 | Customers, Marketing
We live in a digitally focused world that craves experiences. Just think for a minute about your own day so far. If you’re like most of us, you started your day with a news feed of stories and video clips curated by an algorithm that knows you better than you know...
