The Customer No-Service Economy
When customers prefer an app, business leaders should ask why.
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Ideas, Observations & Lessons
Thoughts on business, the customer experience, technology, and the lessons we pick up along the way.
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A Few to Explore
Humanoid Robot Server
What a restaurant experience suggests about the value humans bring to service.
Read articleDoes AI Make You Fearful or Fearless?
How AI helps turn an intimidating idea into a manageable next step.
Read articleCustomer Experience & AI
Does AI Make You Fearful or Fearless?
How AI helps turn an intimidating idea into a manageable next step.
Read articleAI Is Now Teaching Humans How to Be Human
Burger King’s AI assistant prompts a question about hospitality and human connection.
Read articleHumanoid Robot Server
What a restaurant experience suggests about the value humans bring to service.
Read articleThe Customer No-Service Economy
When customers prefer an app, business leaders should ask why.
Read articleBusiness & Entrepreneurship
What You Don’t Know Can Hurt You
How questioning an assumption opened the door to a new business.
Read articleFranchise vs. College
A different conversation about education, work, and business ownership.
Read articleLife & Perspective
Are You Proud of The Story You’re Writing?
Choosing an unfamiliar path and writing the next chapter of your life.
Read articleIt's Not About The Money
The memories that reveal what our work and money are really for.
Read articleLooking in the Rearview Mirror with Gratitude
A musician’s response to loss offers a lasting lesson in gratitude.
Read articleBook Updates
Book Update: The Editing Continues
An October 2026 look at editing, the cover, and the next stage of the book.
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