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Enterprise Promises to Pick You Up. They Couldn't Even Pick Up the Phone.
Broken down 900 miles from home, Enterprise told me my birthday was wrong, then tried to re-rent me the car they had just towed away. Why siloed systems turn good employees into apologists, and the Di... ...more
customer service fail ,Process & Systems
August 17, 2026•25 min read
One Ketchup Packets: How Forgotten Details Quietly Kill Client Loyalty
I ordered Popeyes for 14 entrepreneurs at my mastermind. Twenty biscuits arrived with ten condiment packets and exactly one ketchup. Why the smallest details quietly kill client loyalty, and the audit... ...more
Customer Experience ,Details, Details, Details
August 09, 2026•16 min read
Satisfied Customers Defect
Forbes says satisfied customers stay loyal. At Disney, a four out of five put my team on alert. Thirty years of research agrees with Disney, not Forbes. Here's why your satisfied clients are your at-r... ...more
Customer Retention
August 02, 2026•13 min read
