Breaking the Curse of Competence: Recapturing Attention in a Complacent Market
Today, I’m keynoting a major conference in the financial services industry being held near San Diego. Over 1500 professionals have gathered to discuss the present and future in the world of payments. Think about it for a second: you tap, insert, or swipe your card to...
The Power of Distinction: The Key to Unlock the Gates of Success
In today's hyper-competitive landscape, it's an unavoidable reality that everything you desire—be it for your organization, your career, or your personal life—is within the control of someone else. Whether it's landing a coveted job, sealing a business deal, or...
The Power of Distinction: 8 Steps to Staying Positive in a World Filled with Negativity
In a world that currently feels saturated with negativity, it's challenging, even for seasoned professionals, to maintain a positive outlook. It has long been one of my missions to prove that distinction in approach and perspective can be our most powerful tool in...
Minutiae can define the customer experience more than your grand gestures
On a recent trip to the Big Island of Hawaii, Tammy and I thought we would take a look at interval ownership vacation properties — perhaps better known as a timeshare. We realize that traditionally, this field has a bad reputation. However, we thought it was...
Common Courtesy: The Unseen Cornerstone of the Ultimate Customer Experience®
In an era of technology revolutionizing how businesses interact with customers, we often get lost in metrics, data analytics, and complex algorithms. However, the soul of customer interaction—common courtesy. The term may sound old-fashioned, but its essence is...
The Imperative of the Ultimate Customer Experience®
In today’s dynamic global marketplace, businesses constantly grapple with ways to stand out and earn more. While their tools and strategies may evolve, there’s one constant: the undeniable power of the Ultimate Customer Experience®. Having spoken in all corners of the...