You Can’t Buy This Kind of Publicity

It seems that organizations are in the news for good and bad. From Boeing to the U.S. Post Office, there seems to always be a bad headline in the paper. Organizations spend countless millions trying to mitigate such negative press while arming PR folks to spin the bad and counter with the positive. And yet … Read more

A Tale of Three Zoos: A Customer Service Case Study

I’ve posted an article that explores my experiences working in the trench with three different zoo organizations, Chicago Brookfield Zoo, Seattle Woodland Park Zoo, and the Houston Zoo. Even if you don’t operate a zoo, there are great messages about how to provide exemplary customer experiences while building a service-friendly culture. Take a look!