Erik Berg

As a world of consumers, we understand the necessity of lines, but at the end of the day no one likes to wait. Companies, from retailers to DMVs to post offices, have long sought ways to more efficiently serve customers,...

To check your pulse, you'd place two fingers on your wrist or neck and count the beats per minute. But checking the pulse of an entire company could be as simple as taking an eight-second survey. In this new episode...

We’ve all had the dehumanizing experience as a customer of being treated as a number and not a person. But consumers increasingly have choices when it comes to where they spend their money. You’re at risk of losing business if...

Make your Customers Feel Valued by Giving them Options for their Wait We’ve all had the dehumanizing experience as a customer of being treated as a number and not a person. But consumers increasingly have choices when it comes to...

Your company’s success and potential for growth are dependent on many factors, but none quite so measurably correctable as employee engagement. Engaged employees are productive, committed, and motivated—passionate about doing their jobs not only right, but well. Engaged employees are...

Today’s consumers are accustomed to instant gratification. This pleasure principle has put immense pressure on retailers and services in all industries to create a better experience for consumers. However, waiting in line for extended periods is antithetical to this goal....