Safe is the New Sexy
What kind of Customer Experience will your customers be looking for in a post-COVID-19 world? Safety will be high on the list of priorities. So how do you bake that into the experience?
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May 26, 2020
When Retailers Lose Their Relevance
I advise my clients to follow two cardinal rules: Always be relevant, and never be boring. Brands that adhere to that guideline can evolve and grow. Brands that don't are living on borrowed time.
February 1, 2020
Podcasting to Elevate Your Brand
Considering a podcast? Join the club. What are some key considerations before you get started? Here are a few that have helped me create memorable, content-rich episodes.
December 27, 2019
Compelling Brand and Personal Storytelling
From an an executive, to a public speaker, to a wine brand, the most effective of us tell stories to reach the heart of our audience. So what does that mean in an increasingly digital world?
August 27, 2019
Game of Thrones and the Expectation of Good Storytelling
So why were we all so emotionally invested in the general suckiness of Game of Thrones, Season 8? Below are a few lessons we all can learn from telling a good story poorly.
July 27, 2019
Customer Experience and Customer Effort
When Customer Experience is a tapestry of disasters, inconvenience, and occasional excellence, it illustrates just how inter-dependent departments are on their peers to get it right.
I broke my blender, and here's what happened next:
March 27, 2019
The Secret of Motivated, Engaged Employees
What role should, "the heart" play in building and leading effective teams? And what does it mean to actually lead from the heart? For more on this, listen to my Yay Monday podcast episode featuring guest, Mark C. Crowley.
September 27, 2018
Put Some Social in your Social Media
While creating your own Social Media (or...ugh...outsourcing it), is the most common way to get content out there, I explore some ways you can generate "earned" media from your fans and engaged customers.
September 15, 2015
