Disruptive growth—a new approach

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 million products. Back then,...

Relevance is Resilience

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,...

Small change, big impact

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...

How to succeed with difficult 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...