Experience is everything

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While SaaS companies are urging us to automate the customer experience, this study from PWC underscores the importance of the human connection. Really thought provoking for anyone who cares about creating great customer experiences. Which should be everyone. From the...
Back to basics

Back to basics

The theme for this holiday weekend is getting back to basics. And it relates to the “Why” of Kalabra. To explain, I need to wind the clock back a little bit. I started my first consulting business back in 2007. Things went great for about a year and then the great...
Turning Dumb into Gold?

Turning Dumb into Gold?

When is a dumb idea a key ingredient in growing your business? I had a great discussion Wednesday with Peter Rowan, formerly of Coinstar and Steve St. Clair of the Trouble Group. Peter related an awesome story about the power of seemingly dumb ideas. When Jens Molbak...