Gracefully ending client relationships is key to customer experience.

Customer experience is a top priority for many organizations. Yet, many of these same organizations seem ignore to ignore one of the most critical parts of a customer relationship – bringing it to an end. For a few years I’ve had Verizon’s FIOS Internet and TV bundle. Recently, however, Teresa and I decided to cut…

TV disruption is in full swing.

We’ve seen disruption wreak havoc on the newspaper industry. The music business has been turned on its head. For years we have been predicting that the TV business will go through similar disruption. Of course, TV consumption has been changing for years, but by and large, satellite and cable providers have been able to hold…

Why isn’t Health Care Like Fire Service?

Like most Americans, I’m frustrated by the ongoing political battle between the left and the right over health care. Yet, in a sense, my schizophrenia as an angry independent that is furious at both Democrats and Republicans and almost never agrees with either side is a microcosm of America itself. I’m unable to decide what…