Jose Palomino


With more and more business services becoming automated, it feels like every day we lose a little bit more of the human side of sales. Customer service helplines cycle callers through a handful of machines before they ever speak to a real human, and online ordering means […]

{ 1 comment }


The most recent installment in 20th Century Fox’s superhero movie franchise — X-Men: Apocalypse — recently fell into one of the booby traps set by our current political climate — they didn’t stop to think about their customers’ feelings. […]


edward jenner innovation

18th century physician Edward Jenner earned his place in the history books by creating the first vaccine — and effectively curing the deadly smallpox virus. Generations of people remember him for his contribution to the well-being of the entire world — but he was more than just […]



Recently, I was in Montreal and had the opportunity to stay at a very nice hotel. Everything was great. It was a business trip — but it’s always nice to have certain amenities while on the road. The quality of the room, food, and service was excellent. Except for one thing […]


Fantastic Four: Just How Valuable is Name Recognition?

August 30, 2016

The 2015 reboot of Fantastic Four won the Golden Raspberry Award for Worst Picture — as well as Worst Remake, and Worst Director. Critic consensus on Rotten Tomatoes gives it a whopping

Read More »

The Owner is the Customer, Not the Car: Lessons in Customer Service from Porsche

August 23, 2016

12 times in a row, Porsche AG has achieved the highest customer satisfaction rating in the US. The auto group has an intense focus on customer service and communication that has landed them in first place in the JD Power Institute’s APEAL Study. They’ve reached the top — Porsche is the epitome of

Read More »

2016 PGA Championship: Adapting to Conditions

August 16, 2016

Image Credit: Mike Groll | AP Photo To succeed, a company has to be able to adapt to changing conditions in its market. In other words, you – and your company – have to think on your feet. Even though most people know the importance of staying ahead of the game, sometimes you even have […]

Read More »

“FOMO” is in the Dictionary, and Millennials are in the Market

August 9, 2016

For years, websites like Urban Dictionary have been providing outlets for the continued synthesis of language — call it, “liberal linguistic development.”  It’s a more recent phenomenon that pseudo-words like FOMO (“fear of missing out”) are making

Read More »