Thinking Ahead.

{Infographic} Going Beyond the Presents for the Christmas Season

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Experiential Lessons for the Christmas Season: Going Beyond the Presents

It’s been said there are two types of people in the world. Those who believe there are two types of people in the world and those who do not! When it comes to this time and season of the year, I believe there really is only one type of person. That…

{Infographic} The Unexpected Gift of Social Media

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Is Customer Service Getting Better or Worse? The Unexpected Gift of Social Media

I am a guy of advancing age (late 50s), so I am starting to sound like my father. Occasionally, I even find myself suggesting a fondness for the past by populating sentences with phrases like, "In the good old days..." But when it comes to customer…

{Infographic} Complexly Simple | Success Can Breed Mediocracy

Complexly Simple - Success Can Breed Mediocracy

Do you want to sound smart? Then, tell your friends you read a blog this week about how metathesiophobia is bolstered by accomplishment . In other words, people who are successful often resist change . Most of us suffer from at least a smidge of…

{Infographic} Please Ask My Opinion But Not Too Much!

Please Ask My Opinion BUT NOT TOO MUCH

There is a fine line between disinterest and inquisition! You know what I am talking about - some brands are solely focused on themselves and not on their customers. Leaders at those companies drive a business freight train down the track at their…

Want a Free Franchise? A Hypothetical with Real-World Implications

Let’s pretend I gave you a company. Awful nice of me right? Well, maybe not! The company is a chain of video stores. Remember those? If you are old enough to recall the video rental phenomena, the landscape for that industry was dominated by…

{Infographic} What’s Your Signature? The Importance of Defining Brand Moments

What’s Your Signature? The Importance of Defining Brand Moments

When I was asked to do a TEDx talk about a year ago, I keyed in on the message that your brand (be that your individual brand or your corporate brand) is little more than “what people say about you when you are not around .” In keeping with that…

{Infographic} Gratitude is a Customer Experience Differentiator

Gratitude is a Customer Experience Differentiator

If you are a parent of young children, you probably reminded them of the importance of saying this on Halloween as they went off trick-or-treating. I also suspect your parents taught you that these are two of the three magic words. Yes, I am talking…

{Infographic} Small is the new Big: Customer Experience Excellence One Opportunity at a Time

Small is the New Big: Customer Experience Excellence One Opportunity at a Time

His name is Adolpho Kamisky and though he is not someone I’d heard about in history classes, he truly is a larger than life hero of World War II. From my vantage point, Adolpho has a lot to teach us about the impact we can have on our team members…

{Infographic} Where has all the loyalty gone? - Long time passing

Where Has All The Loyalty Gone?

sung to a Peter, Paul and Mary melody A long, long time ago (20 years) in a galaxy far, far away (actually main street USA) customers were basically loyal to brands. For example, my father was a “Ford man” and ne’er a new model launch occur without…

{Infographic} Lead People Not Technology

Lead People Not Technology: Interacting to Succeed

Recently an interviewer asked me a frustrating question, “Why are we constantly watching leaders on television who are boastful and self-serving?” My answer, “B ecause the leaders we see on television in the United States are predominantly…

{Infographic} Empathy and Connection: The Not So Secret Weapons for Customer Experience and Life Success