Why Customers Choose You
One common theme I've observed among successful organizations—from those directed by young entrepreneurs to major corporations to highly distinctive educational institutions—is their ability to differentiate themselves from their competitors. From Apple to High Point...
For your success as a professional speaker…
This post is a bit unusual for me. This is directed solely to my fellow #professionalspeakers and to those who desire to speak professionally. It’s time for me to respectfully, but strongly, dispute some advice that is being shared by some that, if taken on its face,...
The Power of Individual Actions: in CX and Life Changes
Two topics that have been on my mind recently: the impact of individual actions on customer experiences the importance of adapting to life's changes While these subjects may seem unrelated at first glance, I believe they both highlight the crucial role that people...
Our Horrible Hampton Inn Stay Wasn’t the Employee’s Fault
Tammy and I were each driving our cars cross-country this week from Las Vegas to Fort Wayne, Indiana. I was in my car, and she was driving our SUV while pulling a small U-Haul trailer. Our older dog, Lucy, was in the car with me, and our puppy, Chloe, was Tam's...
The Vital Role of Distinction in Organizational Leadership and Success
In today's hyper-competitive business landscape, an organization's success hinges on its ability to stand out from the crowd. Therefore, as a leader, it is not enough for you to simply manage your team and ensure smooth operations. To truly excel, you must inspire and...
Bridging the Distinction Gap: How the Employee Experience Shapes Customer Loyalty
We are in an era where customer experience (CX) is the battleground in every industry. There’s no business I’ve encountered in my years of working with organizations around the world that had zero concern for repeat and referral business. We all desire customers who...