Bond … Nurse Bond.
James Bond, famously, has a license to kill. His government has told him that in service to the Queen, it is understood that he will sometimes have to kill [...]
What’s In A Name
A post by ILS team member Eric Kidwell: My local Chick-Fil-A has recently started asking for a name to go with your order at the drive thru. The first [...]
The Power of a 10-Second Phone Call
In each step of every customer experience there is both the business need and also an emotional need. Does your company address both? What impact does it make on [...]
A Tale of Two Coffees
You’re on the road, and you don’t really have time to stop anywhere. You want a quick, drive-thru coffee. You’re coming up to an intersection. On your right, you [...]