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Mental Beat Down at the Drive Thru – Customer Centricity, Not!
Companies realize the value of service and no industry spends more money on understanding the customer experience than the fast food industry. Much time and effort is spent on trying to let the...
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Complaint Reporting – Customer Attributes Are Not Enough
I wanted to take the opportunity to call out a common mistake many organizations make when it comes to developing tools to capture data related to tracking customer complaints. Many organizations adopt...
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“It’s Not My Fight Dad”– Bridging the Generation Gap
Time flies when you are raising children and trying to hold on to a job especially if you are the last guy standing. If you know my story by now then you know that I am literally the last one. I am...
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Through My Father’s Eyes Death, Loss, Tragedy & Triumph (Upcoming Book Excerpt)
When 40% of the U.S. prison population is comprised of African American men who represent 10% of the general U.S. population, it begs the question how does the absence of these men impact their...
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They Are Chasing Me – Staying One Step Ahead
Sometimes I feel like Richard Kimble in the Fugitive, one of the greatest television series of all time, when it comes to career pursuits. I am constantly running to stay ahead of layoffs,...
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Come on Rutgers! – I Want My Tuition Back
No room for abuse or homophobic slurs period, end of story. A potential basketball win should not require a school to sacrifice a message of tolerance and inclusion in all that it does. It is...
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A Bump in the Road – Still Standing, Still Strong
“The surgery you had when you were thirteen to rebuild your hip. When that cyst was removed do you know if it was cancerous?” the doc asked. X-Rays and MRIs followed and all I could think about...
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Want More Customers? Stop Controlling the Conversation
Customers want what they want, when they want it and the way they want it. Companies are spending too much time trying to dictate the path customers must follow to access products and services. Even...
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Too Ambitious, Failed Execution, Wrong Headed Business Decisions or Poor Timing
Looking back on some of your projects and work experiences that didn’t go well how would you classify the biggest driver(s) that contributed to failure? I’ll go first. 1) Trying to build a...
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A Great Legacy – Check Out the Movie 42 This Week
Plenty of life lessons in this movie. I was fortunate to meet Jackie Robinson’s widow as a young child and I grew up in Paterson, NJ where the 2nd “Negro” to enter the Majors, Larry Doby, was also a...
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‘A Serious Mistake’– Book Contract
We have a contract to develop a book inspired by true events. In a case of life imitating art A Serious Mistake takes the reader on a journey filled with despair and hope as a father tries to save his...
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Standardizing Ourselves Into a Corner
As companies continue to look for ways to advocate self service and simplification of customer experience in addition to marginalization of requisite skill-sets to do the work, we run the potential for...
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MetLife Moves out of Somerset, NJ Where is our Governor?
Mr Governor, we all praise your efforts after the devestating effects of hurricane Sandy. But now we need you to help stem the tide of job loss to southern states. In the case of MetLife, North...
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Complaint Reporting – Customer Attributes Are Not Enough
I wanted to take the opportunity to call out a common mistake many organizations make when it comes to developing tools to capture data related to tracking customer complaints. Many organizations adopt...
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The world ain’t all sunshine and rainbows…
“The world ain’t all sunshine and rainbows. It’s a very mean and nasty place and I don’t care how tough you are it will beat you to your knees and keep you there permanently if you let it. You, me, or...
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Absent Minded Transactions – The Next Big Challenge?
In our respective industries we are always looking for the next big thing. Sometimes that can turn around to bite us where it hurts. In the last ten years companies have shifted from an opt in...
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I Didn’t Quit the Job, the Job Quit Me
Everyone has limits, we all do, and the important point is to know what they are and to ensure that you don’t extend beyond them. Adversity can be uplifting when you get through the hurdles and...
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Our Secret Time Capsule
Well, it was time to go back to North Carolina to dig up that secret time capsule. It was a somber trip, I never thought I’d be doing it alone but I was the last one. I had to go. So I went back to...
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My Work Bucket List Top 10
1) Work for every major insurance company in the Northeast 2) Save enough money so that I no longer have to work at all these companies 3) Outrank the highest ranking boss I ever had (smile) 4) Drink...
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Remembering Those Who Are Gone – Memorial Day
This weekend and throughout the year let’s honor those who made the ultimate sacrifice as well as the innocents who have been injured or perished at the hands of those who seek to destroy the simple...
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