The unexpected happens. Systems fail, humans are unpredictable, interfaces aren’t perfect… The customer service professional demonstrates their strategic insight when they plan for eventual failure instead of denying it’s possible. The first step, of course, is to design things with resilience and care so they don’t break. Then what? One option is to save the […]

World War II officially ended on September 2, 1945. It followed, by less than three weeks, an equally momentous event, at least in the eyes of cinephiles: the birth of Wim Wenders. Though soon to turn 80 years old, Wenders has remained both productive and capable of drawing great critical acclaim. Witness, for example, his […]

In the theatre, the play is written before casting begins. This gives the playwright freedom and responsibility, and it puts the text first. Writing for a sitcom is different. The 50th episode of Seinfeld was a lot easier to write because the cast and the tropes were already set. Easier, but also more difficult to […]

There are people and organizations that are working overtime to redirect and manipulate your attention. The question is: Are they more aware and careful in how you spend your attention than you are? The act of focusing on what we focus on pays enormous dividends.