How to Re-Open Schools to Everyone’s Satisfaction

How to Re-Open Schools to Everyone’s Satisfaction

The Florida government is mandating schools re-open as the number of virus cases explodes across the state, which most already know from the headlines around the world. And while parents in some counties within my state have options to choose for how their kids go...
Planning for a Service Recovery

Planning for a Service Recovery

A service experience will fail when the experience doesn’t match user expectations. That can occur at any time during a user’s service journey, caused by touchpoints communications, the environment, poor technology, poor customer experience, frankly, whatever....