Why do we struggle to deliver “Wow”?

Story #1: I was flying from Ottawa to Toronto. I arrived at the airport a couple hours before my flight. I get into the line up to check in and after 15 mins in the maze I am checked in. I proceed to the security line and after about 30 mins I’m through security...

Customer value. What are you doing to survive?

Last week I wrote a post which has had an overwhelming response (see: The loss of our family dog and my WestJet experience). First let me thank everyone for your responses.  It’s been overwhelming in terms of the support and I’m amazed how news of Hunter...

The loss of our family dog and my WestJet experience

Last week I was in Ottawa for the Gatineau-Ottawa Agile Tour (check out my next blog post). I was sitting in my hotel room in downtown Ottawa at 7am when I received a call from my family. Hunter, our 7 year old Golden Retriever had just unexpectedly died. Our...

Who’s your customer?

Recently I was helping a team who has been struggling for a while. They seem to lack focus, direction, priorities and worse yet I believe they feel a little out of control. In other words, they’re trying to be everything to everyone. Which doesn’t seem to...