Is Transcendence Too Much to Ask?

Good is delivering what you promise. People get what they bargained for. You’re reliable. You deliver. Great adds surprise and delight. People come for the promise and leave with a story to tell. You’re remarkable. Transcendence adds connection and community. People come to you to “find the others.” You’re the North Star. Good is hard […]

Bobby and Me

This is a story about customer experience, a topic about which I’m endlessly interested. It begins in what will feel like left field with a confession: I’m not much of a baseball fan. I should be, but I’m not. I’m a sucker for history and mystery, ritual and experience, and baseball is nothing if it’s not all that. But for whatever reason, I never caught the bug.