Most adults who live and work in Jamaica are used to watching everyday transactions like hawks. Every invoice, payment or message must be tracked carefully due to the mistakes companies make in even simple matters. A $300 bill becomes one for $3000. An email with a straightforward request gets lost. A phone rings without an...

Why is it that strategic plans often languish on the shelf? Some would say it’s a matter of lazy executives but experience shows that it has more to do with creating the right context from the start. A client I work with has an idea: “let’s put up our own website.” At first blush, it makes...

The challenge that organizations have is that they haven’t trained, rewarded or permitted their frontline employees to exert emotional labor to create human connection when it’s most needed. Seth Godin Now and then I come across a quote which makes me stop and think. Here’s why this one brought the local customer experience to mind....