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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...
The effect that Ebert had on me…

The effect that Ebert had on me…

In my book, “Create Distinction,” I write about a phenomenon I called “The Ebert Effect.” It’s based upon a powerful lesson I learned from the famed movie critic, Roger Ebert, who passed away at age 70 after an extraordinarily valiant battle with cancer. As I relate...

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Is that REALLY What Makes You Different?

Is that REALLY What Makes You Different?

I recently received mail that included a business card. Interested in the organization — as it is a business very similar to the one my late wife, Sheri, worked in for many years — I visited the website address listed. I noted something that really struck me… It was...

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Why Your Business Should be More Like the Oak Ridge Boys

Why Your Business Should be More Like the Oak Ridge Boys

When I was about 16 years old, the manager of the small-town radio station I worked for told me that we were going to be emceeing the concert of a gospel quartet. As you can imagine, to a teen unfamiliar with the group we were going to hear, it didn’t sound too...

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Your competition may not be who you think

Your competition may not be who you think

Take just a moment…right now…and write down the names of your two biggest competitors. My guess is that if I could look at your list, I would see that you’ve listed other players in your specific industry. You have just proven that we stereotypically define our...

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You cannot FORCE someone to care…just because YOU do!

You cannot FORCE someone to care…just because YOU do!

This is NOT intended to be a political post. However, there could be a political…or business…or personal impact for you because of what is discussed here. How many political protests — peaceful or otherwise — are we observing right now? How many emphatic and forceful...

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