by Franklin Wordsmith | Mar 7, 2019 | Leadership
Two weeks ago, I talked about the world’s best customer experience, delivered to me by a total stranger.This week’s story is about the most demeaning customer experience. The irony is that it happened with someone I’d worked closely with for over a...
by Franklin Wordsmith | Feb 20, 2019 | Leadership
When you live in Chicago and are lucky enough to be invited to speak in Orlando in February (thanks SEFA Academy!), you find ways to hang around for a few days.I was joined by two Harry Potter aficionado friends, and we spent a day at Universal Studios. (Don’t...
by Franklin Wordsmith | Apr 26, 2017 | Culture, Persuasion
There’s been a big kerfuffle about United Airlines forcibly removing a passenger from a flight to Nashville.Before we get all superior about this, we need to take a closer look at what caused the incident — and realize we often do the same thing. How...
