Purple Goldfish That Touch the Heart

I spend a lot of time talking about Purple Goldfish. While Purple Goldfish should be considered for just about any line of business, my focus often falls into the industry of service. After all, it just seems easier to implement G.L.U.E. (Giving Little Unexpected...
Two Paths Diverge In Customer Experience

Two Paths Diverge In Customer Experience

There are two paths that diverge in the corporate woods. Many companies take the wide first path and are happy with just meeting expectations. Others consciously take the narrower and tougher road deciding to go above and beyond to do more than reasonably expected....