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Last week I debuted a new speaking topic, Power Up! Ignite CX & EX to Fuel Your Growth.  This talk outlines why and how employee experience (EX) excellence leads to customer experience (CX) excellence.  The client told me my presentation was exactly what the company needed to help its people understand the critical link between […]

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How do some speakers manage to captivate their audiences?  You know the kind of speakers I’m talking about.  People hang onto every word they say, believe every idea they introduce, and walk away from their talks convinced they must do what they were taught.  Some speakers give presentations with punch.  How? Reverend Dr. Tim Keller […]

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I recently was asked to speak to the executive team of a $200 billion organization about increasing the company’s competitiveness.  It was an extraordinary opportunity and I seized it by sharing my insights on how to build a brand of distinction — one that isn’t merely different, but one that stands apart and above the rest. […]

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In today’s cluttered, uber-competitive, over-retailed, choice-overload world, your brand must have an clear, meaningful reason for being.  You need to play an invaluable, irreplaceable role in people’s lives.  Hope you enjoy is a collection of my resources on brand purpose and purposeful leadership. What Is the Purpose of Business? Denise explains that, at its core, a […]

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If three makes a trend, then lately I’ve noted a new trend in strategic thinking.  It involves the discipline to ask different questions to get different results — and not just different results — better, clearer, more sustainable results.  I came across the idea to ask different questions to get different results from three different […]

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– the book:  The Service Culture Handbook:  A Step-By-Step Guide To Getting Your Employees Obsessed with Customer Service, a practical guide on an important topic – the brains:  Jeff Toister, customer service author, consultant, and trainer.  I met Jeff when we were both launching our first books — his was Service Failure: The Real Reasons […]

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Brands have evolved from mere symbols of product quality and identifiers to aid customers in purchase selections.  They are bundles of values and attributes that define the way companies behave and the value they deliver to customers.  In layman’s terms, a brand is what you do and how you do it.  This means brands represent […]

Looking for great CX quotes?  Quotes on storytelling?  Quotes on competition?  Quotes on grit?  The Qualtrics Insight Summit 2017 was full of soundbites from thought-leaders and celebrities including Clay Christensen, Angela Duckworth, Joe Pine, Omar Johnson (former CEO of BEATS by Dr. Dre), and Qualtrics’s very own CEO Ryan Smith.  Check out these great CX […]

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If you are like most business leaders around the world, you probably want to improve your employee engagement — for good reason.  The Gallup organization estimates that actively disengaged employees cost the U.S. $450 billion to $550 billion in lost productivity per year.  It’s clear employee engagement should be a priority for you, but in addition to asking how to engage […]