There are countless articles, blog posts, slideshares and books on Millennials telling us how to engage them, manage them, communicate with them, and relate to them. Heck, I’ve even wrote about them a year ago in my “Leveraging Millennials To Improve Customer Experience” post.

Many times when the business focuses on Millennials it creates a barrier between the generations in their workforce… and that is quite unfortunate. The way we speak and campaign internally to our employees has backfired many times. Read More


This is the continuation of my previous post, “Multi-Tasking: Is It Helping or Hurting Customer Experience?”.

In that post I proposed that the currently practiced corporate-America definition of “multi-tasking” is drastically different than the classic, Webster’s definition of “the performance of multiple tasks at one time”.

Project managers and stay-at-home moms and dads really know what true multi-tasking is. It requires planning, forethought, delegation, follow through and teamwork. You can’t just show up to this game – you must have a plan and you must be prepared!

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Multi-tasking is defined by Webster’s as “the performance of multiple tasks at one time”.

I think moms and dads who stay at home with their children and take care of the household are probably the best multi-taskers around.

During my time of unemployment I have been at home a lot and have been able to see first-hand the skills, planning, forethought, delegation, follow through and teamwork it takes to execute and manage a household. I have a much greater appreciation for it than ever before. These moms and dads are great examples of what a multi-tasker looks like. Read More

Last week, Customer Experience Professionals all over the world celebrated “Customer Experience Day” or “CX DAY”. This special day of recognition was started by the Customer Experience Professionals Association (CXPA) of which I am a member.

As we gathered in local networking events, participated in webinars and showed our appreciation to our customers and co-workers, we also took a few moments to reflect on Customer Experience as a whole and what it means to us and how we can make a difference. Read More


Recently, I had an important networking event and needed some business cards for the next day. I went to a national office supply store to buy some business card templates with pre-printed graphic designs that I could print at home. When I entered the store, I was just before the lunch hour and there were no shoppers in the store. I was greeted promptly by the floor staff and got the typical “Can I help you today?” question. I answered, “No” and went to the aisle where the printing forms were. I looked over the selection and saw two designs but one was hearts and flowers and the other one from 1989. Disappointed, I walked to the door. The sales staff did not inquire further as I walked out of the door.

Later that day I went to Office Depot to see their selection of designs. Read More

Are reward programs really improving loyalty? Have technology, big data and access to it rendered these programs as no longer relevant?

I was at the checkout counter of an office supply store. I don’t buy many office supplies so I visit the store about twice a year. Just before the clerk scans my items he asks if I am a member of their rewards program. Hmmmm…. Am I? I don’t know. I don’t remember. I don’t shop here frequently, so probably not. I answer “No”, but in the back of my mind I think maybe I am a member. If I am, I have no idea where that card is or what my member ID is. I ask the clerk to see if he can find me in the system. I give him about 15 phone numbers – old cell #’s, old office #’s, current address, previous address… and NADA! At this point he asks if I want to sign up. Aaaaahhhh!! Read More

You can query your favorite search engine and find a myriad of articles, books and opinions on the subject of “Millennials”.  When we talk about the Millennial generation, we are referring to people born after 1980 although some would say that a 1983 would be the start of this generation.  Regardless of how you define this group, much is written about them and the challenges and rewards of integrating them into today’s workforce…and for good reason.  For the first time in USA history we have 4 generations in the workforce.   For example:  at the end of my career at McKesson Corporation, the president of my division was from the Traditional generation, born before the end of WWII.  My boss, a VP, was from Generation X.  And then there was me, a Baby Boomer who managed other Boomers, Gen X-ers and Millennials. Read More