Jana Sedivy

Your customers are hypocrites

My kids have the annoying quality of calling out my hypocrisy with remarkable consistency. They notice when I say one thing and do...

Don’t show up with “bad breath” on your first date with your customer

Imagine you met an intriguing woman online and spent twelve months romancing someone on another continent. Picture it. You exchange witty emails, send her...

Is your customer service possessed?

Like most middle aged people, I firmly believe that the only movies worth watching are those that came out in my youth. With this in...

Good questions don’t matter if you ignore the answers

Pop quiz! Which of these Edwards had scissors for hands? A) Edward Scissorhands B) Edward Snowden If you chose (A), congratulations! You know more than the host...

Using lasers isn’t always the solutions

Second year physics was like getting thrown into the deep end of the pool and being told to figure out how to swim. ...

I’m not asking you to lie but…

Bob had a great product idea. Shoes made out of broken glass. He thought this would appeal to environmentally conscious people who wanted to...

Don’t wait for your customer to throw a temper tantrum!

Anyone with toddlers dreads the public meltdown. You've seen us, the harried moms with the kids in tow, just… trying… to get… the shopping…...

Don’t talk to me, I’m busy!

When my kids come home from school I always ask “how was your day?” Any guesses as to the answer I invariably get? “Fine…” “Anything special happen?” “No” Bonus...

A day like any other (Pranks, they aren’t just for April Fools anymore)

I thought it was going to be a day like any other until I stepped outside the front door and saw this… I know what...

The Rational Case for Earth Emotions

"Irritating? Ah yes, one of your earth emotions…" mused Spock when Captain Kirk accused him of playing an "irritating" game of chess. ...

A letter a day keeps the complaints away

If you had to listen to 320 million people, how would you do it? It's not just a theoretical question, it's a very...

Anecdotes are not data. Or are they?

I’m a sucker for small, offbeat museums. I’ve been to an Accordion Museum, a Corn Art Museum, and even a Penis Museum (yes,...

Are You Asking the Wrong Questions?

I made a promise to myself years ago that I would never work in a Dilbert-like cube farm, yet here I was. In my defense,...

Sometimes wearing high heels in winter makes sense.

I don’t know why the hipsters accepted a nerd like me into their social circle but they did. As a young woman in my twenties...

Build Your Customer Experience Muscle

Ever wonder what the secret is to deadlifting 1,000lbs? I do. It’s not that I want to do it myself, I’m just relentlessly...

The answer, my friend, is blowing in the survey questions

When my son was between the ages of 4 and 6, he managed to turn every single conversation into something about dinosaurs or guns....

Customer Dating 101

I'll admit that it's been a long time since I've been on a date. Having been married for 13 years, I will forgive you...

Build your own ninja army

In 16th century Japan, times were tough and chaos reigned. A few regions decided to take matters into their own hands by...

A Story is worth a thousand graphs

Joey was a happy and healthy eight year old boy with lots of friends. One day, his buddy was over for a game...

Don’t validate your assumptions with research

Bob had a great product idea. Shoes made out of broken glass. He thought this would appeal to environmentally conscious people who wanted to...

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