Thinking Ahead.

Countering Terror with a Service Heart {Infographic}

The Muhammad Ali Experience: 5 Lessons for Winning {Infographic}

The Muhammad Ali Experience: 5 Lessons to Win By

Muhammad Ali was not only a civil rights advocate and exceptionally talented boxer – he was and will be an enduring brand. From an advertising perspective, his equity extended in commercial endorsements of brands like Louis Vuitton, Porsche, Apple,…

To Switch or Not to Switch: 4 Ways to Stop Customer Churn {Infographic}

To Switch or Not To Switch – 4 Ways to Stop Customer Churn

According to a recent comprehensive international study conducted by Accenture , 52% of customers reported that poor customer service caused them to switch from one brand to another in the past year. In the U.S. alone that “switching” behavior means…

When it Comes to Service: Beware A Technology-Based Backlash

It’s been said that when you have a “hammer everything looks like nails.” Such is the case with technology! For quite some time now we’ve all watched technology revolutionize the way service is delivered across the globe. For example, the Internet…

Beware A Backlash From Too Much Tech {Infographic}

How to Stop the Revolving Door for Millennials at Work

This past week I traveled to and worked with leaders in five cities across the US and Canada, (Baltimore, Philadelphia, Knoxville, Houston, and Vancouver, B.C). In addition to three topics I typically talk and consult about (customer experience,…

How to Engage Millennials at Work {Infographic}

Noble Associations, Transparency, and Accountability EQUALS Success

It’s that time of year when we remember and honor our mothers, so allow me to harken back to a “momism” that was frequently uttered in my childhood home. Marie Michelli was quick to say, “tell me who you run around with and I’ll tell you what you…

Noble Associations, Transparency, and Accountability EQUALS Success {Infographic}

“Happiness is not an app on a mobile phone” - The Art of Messaging

This blog is about relevant messaging throughout the journey your customers have with your brand. Although I will use Pope Francis as an example, I am not opining about the Catholic church, the popularity of the Pope, or even Christianity in…

Happiness is Not an App on a Mobile Phone {Infographic}

Being a “Yes and” Person in a “No but” World

About 20 years ago I had a rather transformative experience while pursuing a hobby. I didn’t suspect that the class I was embarking upon would have such broad impact on my life. As a professional speaker, I envisioned possible stage benefits from…

Why You Should Be A "Yes and" Leader In A "No but" World

Want to Deliver Exceptional Customer Experiences? Focus on Your POPs & PODs {Infographic}

How are your POPS and PODS doing?

More than a decade ago marketing professors Kevin Keller and Alice Tybout advanced two concepts that not only changed the way people market their businesses but also SHOULD have changed the way we think about delivering customer experiences . They…

FACE It: You Should Improve Your Customer Experience

The title of this blog, isn’t meant to imply you are in denial about the importance of customer experience elevation. Rather, I am using FACE as an acronymn for 4 guiding principles to consider as you craft customer-centric solutions. For me FACE…

FACE it: You Should Improve Your Customer Experience {Infographic}

Running with a 92 Year Old Man: Lessons in Living and Serving Fully

(This is the first time in which I have incorporated original content from my monthly newsletter into a blog post. Hopefully, when you you read about Ernie Andrus you will understand why!) In 1998, I remember reading Tom Brokaw's fascinating book…