How many words a minute can you type? 40? 60? 90? Now, if the letters, numbers, and symbols were not printed on the keys, how many would you be able to write on the correct key? 100%, right? Maybe not. You probably don’t know the answer to the second question for...
Water and train companies in the U.K. have come under fire recently over their lousy customer service. What do these two seemingly-unrelated industries have in common? Both are monopolies, and a monopoly is almost always bad news for the customer. Water service to...
Not too long ago, I had a minor outpatient procedure at a hospital. When I checked my email the next morning, there was a survey from the hospital. “What did you think of your anesthesiologist?” My first thought was that I didn’t die during the procedure, so he must...
James Carville, political commentator and media personality coined the phrase, “The economy, Stupid,” for Bill Clinton’s 1992 presidential campaign. Carville was talking to the team at the time to help them focus on the key messages for Clinton’s campaign. The slogan...
I don’t go to a store looking for a product these days. What’s more, it occurred to me a couple of years ago that I no longer Google products that I want to buy; I “Amazon” them. I suspect many of you do the same. In many ways, Amazon-ing products is a result of the...
