Improving customer experience

A super simple addition to upgrade the customer experience (CX) 1000x in theaters is to add captions.  Businesses think improving CX is complicated, but it’s not.  You just need to be more...

Postcard from Montreal

I was going through the mail yesterday at one of our properties and was so surprised to find this postcard. I repeatedly talk about how crucial (yet often ignored) the customer and user experiences are, so I’m just grateful that I have the opportunity to walk my talk....

How was your weekend?

“How was your weekend? What did you do?” I would begin every single Monday morning by asking this question privately to each member of my team.  And for each one of them, my reply would be followed by asking some follow-up questions about what they have just told me,...

“So no struggles?”

I was interviewed for a business magazine a couple of years ago when the interviewer asked me about a struggle I faced as a co-founder and manager.  I paused to think about it.  And then thought about it more. And then even more.  So the journalist then asked “So no...

Introducing Omega

Back at the beginning of 2023, I began a new chapter in my journey with investments, a field I’ve been exploring since my mid-twenties. My past experiences with personal portfolio management and diving into startup investments in 2021 set the stage for a bold...

The hardest parts about running

The hardest parts about running are: Going out for the run. Keeping at it. And it’s the same when you build a business.  You need to just start. There will never be a right time, so it’s better to do it now.  And you must show up, all the time, even when it’s hard....

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