Thinking Ahead.

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

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

While in Las Vegas last week in the immediate aftermath of one America’s most horrific mass shootings, I was overcome by a myriad of emotions. Beyond obvious and deep sorrow, I was struck by confusion over the intentions of the perpetrator and…

{Infographic} The Risk of Excellence: Avoiding Customer Experience Mediocrity

The Risk of Excellence: Avoiding Customer Experience Mediocrity

Some years ago, I had the good fortune of working on an article draft with John Timmerman and Curt Coffman. John is currently Executive Director of Digital Transformation at Gallup and Curt has co-authored perennial bestselling books like First…

{Infographic} Not Just Fast: Understanding a Responsive Experience

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Not Just Fast: Understanding a Responsive Experience

As a customer experience consultant, I find myself working with leaders across the globe and across business sectors on some very familiar themes; needs fulfillment, customer effort reduction, surprise and delight, etc. One of those bedrock issues…

{Infographic} Keeping the Attention of Your Audience

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Keeping Your Audience's Attent…Look There’s a Squirrel

Well, it’s officially over…your attention span that is! I’m not sure if you are still reading given recent findings on just how short attention spans have become but here goes... I knew things had gotten bad back in 2015 when I read an article in…

{Infographic} When It Matters Most

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