-
I saw my first Warren Miller ski film in 1998. Some friends and I were watching it over college winter break, and before the movie was over, I had convinced several of them to leave that night for a ski… Read More
-
Kayaking & Camping On the Black Canyon Water Trail
The Black Canyon Water Trail is a 30-mile section of tailwater that extends out of Lake Mead from the Hoover Dam. This rugged and remote portion of the Colorado River offers clear water, sandy beaches, towering cliffs, colorful caves, and… Read More
-
Investing in the Worker Experience
Customer experience leaders financially outperform laggards. Forrester Research calculates the advantage at 14%. While almost every company is chasing the CX hype cycle, many forget who creates and manages those experiences: employees. Here’s why you should also invest in the worker… Read More
-
Goodbye Steamboat
“Came for the winters, stayed for the summers.” A common saying amongst Steamboat Springs residents. Many credit the “Yampa Valley Curse” from a Ute Indian leader who swore nobody could leave once they moved in. Ironically, our family is now… Read More
-
We Make a Life by What We Give
Winston Churchill once said that “we make a living by what we get, we make a life by what we give.” This idea was top of mind as I visited the Gates Foundation and pondered the magnitude of how Bill… Read More
-
Know How & Know Who
“Knowledge management isn’t just the know how, but also the know who.” Excellent perspective from a former co-worker of mine. And while most organizations are getting better at surfacing their “know how” content with technologies like enterprise search, many still struggle with… Read More
-
CX: from Fluff to Tough
Everyone is talking customer experience. McKinsey believes CX programs can substantially grow revenues. Gartner predicts that most companies will soon compete on the basis of customer experience while forecasting that half of this year’s product investments will be redirected toward those initiatives. But talk… Read More
-
How the Slippery Slope of Self-Service Can Break Your Call Center
Self-service is more popular than ever before with 81% of customers attempting to self-solve before reaching out to a live representative according to the CEB. With a cost of pennies per transaction instead of hundreds or even thousands of dollars per… Read More
-
An Evening with Jim Richardson from National Geographic
I had the great privilege of facilitating a Skype interview with National Geographic photographer Jim Richardson at this week’s Yampa Valley Photographers meeting. Jim offered some great advice on everything from ethics to gear to photography business management – all from his “Small World”… Read More
-
In-Product Help, the Ultimate Self-Service
“1/3 of customers would rather clean the toilet than call customer service.” – 2015 Aspect CX survey For all the considerable investments vendors have made in self-service, customers report only a 45% success rate according to the latest benchmark from… Read More
Search
Topics
- Personal (9)
- Camping (6)
- Backpacking (4)
- Bikepacking (1)
- Boat Camping (1)
- Fly Fishing (1)
- Camping (6)
- Photography (5)
- Professional (21)
- Generative AI (5)
- Knowledge Management (13)