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Big Tech Is on Trial. Personal Responsibility Isn’t, That’s the Real Problem
A landmark social media trial exposes a deeper problem: blaming systems instead of owning decisions. From parenting to business, this piece shows why responsibility, not lawsuits, is the real leverage... ...more
Servin
January 27, 2026•4 min read
Why Customer Experience Will Decide Who Keeps Customers in 2026
Customer experience isn’t a “nice to have.” It’s the last real competitive advantage. This looks at what CX actually is, where it’s headed in 2026, and why the businesses that engineer loyalty will do... ...more
Servin
December 23, 2025•4 min read
Trumps war on customer experience
Trump’s latest Management Agenda never mentions customer experience or customer service. That silence matters. When CX disappears from leadership priorities, friction replaces trust and customers feel... ...more
Servin
December 19, 2025•1 min read
Donald Trump: ‘We Don’t Need CX. Trust Me
The Trump Administration’s Management Agenda omits customer experience and customer service entirely. That omission reveals a bigger CX problem: when leaders prioritize efficiency over usability, cust... ...more
Servin
December 16, 2025•3 min read
Beware CX Charlatans & Bamboozlers
Ohio Rep. Thaddeus Claggett wants to ban marriage between humans and AI chatbots, proof we’ve lost our minds. But the real frauds aren’t digital brides; they’re the charlatans posing as customer expe... ...more
Servin
October 16, 2025•3 min read
Customer Experience Begins Where Your Product Ends
Discover why customer experience is your real product and the secret to customer retention. Learn how personality, care, and consistency turn your business into a brand customers remember and return t... ...more
Servin
June 30, 2025•3 min read
How to Put Personality in Your Business
Injecting personality into your business isn’t risky—it’s required. From Disney to carpet cleaning, I’ve seen how small changes (like phone greetings and thank-you gifts) create unforgettable experien... ...more
Servin ,Customer Gettin'
June 25, 2025•3 min read
Barriers To Customer Service
What should’ve been a seamless birthday dinner turned into a case study in bad customer experience—thanks to a server who refused to adapt when a decorative plant blocked her usual path. Instead of ad... ...more
Servin
May 07, 2025•2 min read
An Open Letter to Every Private Equity CEO
Private equity is gutting the customer experience—and most CEOs don’t even see it. Here’s an open letter calling out the policies, priorities, and leadership failures killing guest loyalty. #CustomerE... ...more
Servin ,Customer Keepin'
April 30, 2025•4 min read
The Retention Report
Deliver Service Now institute
Dear Entrepreneur,
Customers don’t leave because of price or "the economy." They leave because of the friction you’ve stopped noticing and the indifference they’ve started feeling.
The Retention Report is an almost daily dispatch that exposes one CX blind spot at a time, and shows you exactly how to fix it.
Two minutes.
One idea.
Zero fluff.
If you’re tired of "we thought they were happy" being the reason you lose revenue, it’s time to stop the bleed.
Build loyalty on purpose, one day at a time.
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