Radical customer obsession isn’t a mindset, it’s a system. Turn customer experience into repeatable workflows using process, people, and AI.

From butter to bed quilts, recalls can impact any business. Quality control and a solid recall management process will save the day.

Memories of dolls may be over for those that have a new Mattel ‘Wicked’ doll. A simple quality control mishap led to a PR nightmare and lawsuit.

There’s one thing that all Olympians’ share — a relentless pursuit of excellence. Learn how to apply excellence to your processes.

Let me take you through my recent experience at a Chanel counter and the insights that unfolded through customer surveys.