July 29, 2021 Why We Must Do Customer Math and Practice Leadership Bravery Honoring the customer as the asset come from doing customer math and measuring, “Are they responding with their feet? Staying longer? Bringing more people?” Learn more about the importance of doing customer math in this post. Read Full Post
June 9, 2021 3 Actions to Take on the Road to Leadership Bravery Those who lead experience within organizations must do three things to take the high road: be deliberate in how you will and will not grow, practice transparency, and level the playing field. Learn more in this blog post. Read Full Post
May 17, 2021 Do You Own the Problem? The Importance of Accepting Accountability Gracefully The most admired companies make the customer whole first. They accept accountability gracefully on the customers’ behalf. Here’s a powerful case study on how GM took responsibility and built back trust. Read Full Post
April 23, 2021 4 “Global Gurus” Share Their Advice for Customer Experience Leaders The Global Gurus list of World’s Best Customer Service Professionals is once again out. It features some of my friends and colleagues, including several who have been on my podcast. Find out what are some of my favorite insights that they’ve shared in our conversations. And thank you once again to Global Gurus for including me in this incredible community. Read Full Post
