Not Just “Thinking Like” – it’s “Thinking Ahead” of Your Customer
Imagine a world where businesses not only understand their customers' current needs but anticipate their future ones. This isn't just a dream—it's the key to distinction in a crowded market. Your challenge in creating distinction and standing out from the competition...
The Fallacy of the Non-Apology Apology: Undermining Distinction by Avoiding Responsibility
Creating distinction in any field, be it business, leadership, or customer service, is rooted in the bedrock of accountability. But, on only the second day of the new year, a billionaire owner of an NFL team is showing us exactly how it should NOT be done. Carolina...
The Crucial Congruence: Aligning Promises with Performance in 2024
In today’s hyper-competitive market, the alignment between what your business promises and the performance that it delivers is not just a matter of integrity; it's a cornerstone of customer experience and loyalty. I highlight the criticality of this congruence in my...
Navigating the Holiday Season Through the Ultimate Customer Experience®
As we approach the end of the year, many organizations face unique challenges and opportunities in delivering an Ultimate Customer Experience®. The holiday season, with its last-minute shoppers and potential for disgruntled customers returning gifts, is a critical...
The Perils of Complacency: First Lessons from My Rotator Cuff Surgery
Last week, I underwent rotator cuff surgery on my dominant right side, sending me on a challenging journey that has unexpectedly enriched my perspective on life and business. The next 4 to 6 weeks will find my arm and hand – the ones I rely on most – immobilized. And...
Embracing Change: The Unexpected Opportunity of a Forced Pause
In my whirlwind of a career as a professional speaker and author, constantly navigating through airports, speaking on stages across the globe, and engaging with diverse audiences, the concept of a prolonged pause seemed unfathomable to me. However, life, as it often...