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Decision-making as if people mattered

“Our contract of carriage, that you agreed to when buying your ticket, allows us to remove, cancel, or change a seat assignment at any time for any reason.”  Those were the first words I heard from United’s empathy and customer-experience challenged customer service agent. I had just asked him why my son’s seat assignment “disappeared”… (read more)

Why should I present data that don’t support my argument?

“Why should I present data that don’t support my argument?” I get this question a lot. Many people believe that presenting the other side of the argument will weaken theirs. In my experience, presenting the counterpoint actually strengthens your argument.  It also helps build your credibility. There are four reasons that presenting the counter argument… (read more)

Don’t stop ’til you get enough

A company was struggling with high operating costs. A quick review revealed that payroll costs were a key factor. Further review showed that the company was experiencing consistently high overtime. The company’s leadership asked a team of managers to come up with some possible solutions to the cost problem. Here is what they came up with: ·     Reduce… (read more)