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Innovation Requires Leaders Who Listen to Dissent

Leadership is not about being the smartest person in the room or making the boldest call. It is about building a place where the best thinking can surface, from anyone, at any level, and survive long enough to be heard. 

Founder Stories: How Customer Input Built Flash

This is the first installment of a new series we are calling Founder Stories. The premise is simple: discussions with the people who built the companies that define our industry. I started with Juan Rodriguez, co-founder of Flash. We sat down in Austin, just a few miles from where Flash began in 2011.

Customer Satisfaction Starts Before the Customer Interaction

In an increasingly competitive environment, the customer experience matters. Companies invest in technology, training, communication systems, operational efficiency, and service recovery strategies, all with the goal of creating smoother and more positive interactions. But there is another factor influencing customer satisfaction that receives far less attention: the physical and mental state of the employees interacting with customers every day.

Support Front-Line Teams to Stabilize Operations

Front-line and helpline staff reside at the intersection of customer experience and operational reality. They are the highest touchpoint with customers, the first to hear about system failures, and the primary translators between what customers experience and what operations intend. Yet despite this critical role, they are often the least stabilized part of the organization.

Parking Career Enables Seahawks Dance Dream 

Esmé Brown, account executive for the parking revenue management platform Ocra and a dancer for the Seattle Seahawks, discusses how the two roles complement each other.

Closing the Parking Behavior Gap

Every unfamiliar parking facility is a problem for customers to solve from scratch, at the exact moment they are most distracted. That’s not a complaint about the industry; it’s a design reality we have to work with. And once you see it, you start to identify the opportunities.

Parking Booth Safety Questions Arise After Death of Florida Beach Attendant

The recent death of a Florida parking booth attendant raises questions about how best to secure the safety of parking personnel working in potentially vulnerable locations.

Making Parking Decisions at 50: Repair, Retrofit, or Replace?

Across the U.S., parking facilities built in the 1970s and 1980s are now reaching a critical inflection point. Today, many of these structures are approaching or exceeding their intended 50-year lifespan, forcing owners to confront a fundamental question: repair, retrofit, or replace?

A Half-Century of Parking Design

Among the first class of honorees inducted into the Parking Hall of Fame, Mary S. Smith has enjoyed a distinguished 50-year career in parking.

Sleep: The Highest Return on Investment You’re Probably Ignoring

Sleep, in particular, is often treated as optional, something to fit in after everything else is done. For high performers, it’s frequently the first thing sacrificed in the name of productivity. The assumption is that the trade-off is worth it. It rarely is.
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