Is Your Customer Experience Beautiful?

Is Your Customer Experience Beautiful?

Check out the photo of this bearded iris in my side yard. Poet John Keats reminded us that “A thing of beauty is a joy forever.” I have a friend who grew up in the U.K. His two favorite superlatives are “beautiful” and “brilliant.” And, his labels have little to do...
It’s Not Picture Day!

It’s Not Picture Day!

Jim Collins is credited with the line, “Good is the enemy of great.”  I would like to add another axiom: “Perfection is the enemy of excellence.”  Now, don’t get me wrong,  there are clearly areas where perfection should be the minimum standard. ...
The Quality of Service

The Quality of Service

Mrs. Pope was my fifth grade teacher.  I did not know the word back then, but she was a renaissance teacher.  As her students, we painted, sculpted, created scrapbooks, played classroom games, learned poetry, and staged musicals complete with costumes.  It was the...
Being Really Good

Being Really Good

We needed a large bear proof crate that would hold a garbage can at our river home in the North Georgia mountains.  Black bears are not particularly dangerous, unless protecting a cub, they are just always hungry.  And, in the Spring and Summer they roam the river...