About this episode

This episode explores the changes in customer service and business practices following COVID-19.

Send Jim a Topic to Explore Remember when stores were open 24/7, hotel rooms came with daily housekeeping, and tipping was a thank-you — not a ransom note? Since COVID, businesses keep promising that “normal” will return… but the truth is, it’s not. In this episode of Think First, we unravel the gaslighting baked into today’s customer experience: airlines charging more for less, restaurants pushing QR menus that nobody asked for, and shrinkflation turning family-size snacks into travel-size l...

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