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The CX Prediction That Got It Exactly Backward

About a year ago, a widely-shared article (I shared it, too!) made a confident prediction: CX differentiation would be easier than ever in 2025. The reasoning seemed sound—customer experience quality had hit rock bottom, mediocrity was everywhere, and the few bold...

The Unseen Anchor: Why So Many of Us Are Stuck

I’ve been there. You may be at the point now. Despite all your efforts, all the strategic plans, and all the personal ambition, a silent, frustrating reality persists: the pervasive feeling of being stuck. We're all chasing progress. Companies talk about growth, and...

Beyond Distinction: Why Standing Out Is No Longer Enough (And What to Do About It)

As you likely know, I’ve championed a singular, essential idea for many years: in a hyper-competitive, overcrowded marketplace, distinction isn’t optional—it’s vital. If your organization fails to stand out, you risk becoming invisible. And if you're...
Why “Good Enough” is Costing You Profits

Why “Good Enough” is Costing You Profits

In today's business landscape, a silent threat lurks in the shadows, methodically eroding profits and market share. This adversary isn't a new technology or nimble startup – it's the mindset of complacency that has infiltrated countless organizations. While corporate...

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The Wisdom of ThanksLiving

The Wisdom of ThanksLiving

Gratitude shouldn't just be something we express once a year; it should shape how we live each day. My mentor, the late Grady Nutt, captured this beautifully in his concept of 'ThanksLiving.'" Grady described “ThanksLiving” as: “An attitude that finds treasure in the...

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The Power of Encouragement: A Legacy Worth Embracing

The Power of Encouragement: A Legacy Worth Embracing

This past week, I had the privilege of being one of three friends asked to speak at a book launch and celebration honoring the life of my friend Joe Bonsall, a 50-year member of the legendary Oak Ridge Boys. Joe’s remarkable legacy was not just in his music, though...

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