Vance MorrisA 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.
Vance MorrisWhat absurd wine descriptions teach us about customer experience and retention and why confusion, not price, drives customers away.
Vance MorrisCustomer retention will decide who survives 2026. Why “good service” fails, customers leave silently, and experience is the only lever that keeps loyalty, referrals, and profits from leaking.
Vance MorrisCustomer 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 dominate while others compete on price.