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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...
Does attitude really matter?

Does attitude really matter?

Does positive thinking really create better results? When my late wife, Sheri, and I were first married, her father took me aside to give me advice I've never forgotten: "Think big, and you will be." My great friend, Dr. Tony Alessandra, related that when he was...

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Keeping your cool when the world is running hot

Keeping your cool when the world is running hot

When the world around you is running hot, it’s essential for you to stay cool. I don’t remember a time when there was so much aggression and meanness in the culture. Your challenge is how you will deal with it. Perhaps this situation is a result of tearing down the...

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Overwhelmed by opportunities?

Overwhelmed by opportunities?

Every day, more emails land in my inbox offering an opportunity to take a course or participate in a program designed to help grow my business or advance my financial standing. While there's no doubt that -- like everyone else -- I'd love my business to expand and my...

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Tell YOUR “Distinctive Story”!

Tell YOUR “Distinctive Story”!

Every business has a story to tell, and yours is no different. What sets your story apart from the rest makes it engaging and distinctive. Customers seek a reason to connect with your business, your story must be one they can't resist. For a decade, I had the most...

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A Type of Diversity Critical for Customer Success

A Type of Diversity Critical for Customer Success

This post will refer to a speaker discussing politics; however, I promise this is NOT about political philosophy. It IS about an aspect frequently overlooked by many business leaders -- even those with the best intentions. In today's business environment, research...

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