Many things change, but there are some things that stay the same. One thing that has not changed is the fantastic customer experience that GoDaddy, the internet/web browsing company, provides. Back in 2011, yes 8 years ago, I wrote a blog post titled, “Why I love Go Daddy technical support.”  The romance has continued to grow, and I am now using more of their products and spending more money annually, as a result. The underlying reason that the GoDaddy customer experience stands out, is all about their people.  If you research 2019 customer experience trends, you will read a lot about non-peoply things like chat-bots,Read More →

Based on 20+ years working in corporate america, I have created this fun cartoon with 5 scary office scenes. I am sure you will agree these are hair raising and may make you want to scream and run away from your cubicle. First we have the dreaded, single point of failure! Second, the time sucking meeting with no agenda. Third, the Red Bull drinking employee who works 24/7. Fourth, the over promiser. Last, we have the Friday afternoon meeting from home, complete with pizza and beer. You may want to use this cartoon to add some operations humor to your next team meeting Please click on the imageRead More →

“I am a complexity assassin” Love it! I was recently on LinkedIn and came across a complete stranger who had this statement as his headline and my eyes were immediately drawn to his profile. If you read my profile, you’ll see a statement about how “I love the beauty of simplification”. I’ll take a bullet point over a paragraph any day! Simplifying the complex is something I strongly believe we need to embrace. There is a tendency in the workplace to do the opposite…delve into the deep details, the technical specs, the minute by minute timelines. There is definitely a place for details especially forRead More →

Sales wants to add as many customizations as possible, but operations wants sales to sell “what is on the truck” already. I have seen this natural conflict or push/pull relationship at every company I have worked for, from packaging supplies, to online advertising to software. Having worked in both sales and ops, I have been both the requester and the rejector. What causes this conflict? Sales people want to please customers and they often believe that providing custom options and/or all the bells and whistles that the customers ask for, is what’s best for everyone. Their perspective is often about the short term gratification andRead More →