Recently, my daughter's swim coach had a parent meeting. During the meeting he talked about one of his coaching philosophies, which the described as mind-numbing consistency.
For him, mind-numbing consistency shows up in a swimmers work ethic, having a positive attitude, being a good sport, and putting the team over personal agendas.
But, what does mind-numbing consistency looks like for customer experience?
It's not about being right all the time. It's about humanizing the....