May 7, 2019

Trust the Front Line to Extend Grace and Honor Your Customers

Why not let policy and the golden rule collide? As we become increasingly self-sufficient in almost every part of our lives as customers, it becomes even more urgent that, when someone connects with the humans of your company, the contact is meaningful. In this episode of my Daily Dose series, I discuss the importance of empowering your front line to serve your customers thoughtfully and with grace.


April 16, 2019

Why We Must Give Customers Choices Based on Their Lives: 4 Case Studies

As customers, we kind of feel like this is our time to get what we want, but the fact of the matter is that a lot of organizational data, culture and processes have to be worked through to get to this state for any company. And while we have a lot of newfangled words and jargon to describe this work, when you boil it all down, “give me choices that jibe with my life,” has—at its core—respect. In today’s episode, I share 4 case studies on respecting your customers’ choices.


April 9, 2019

Honor Your Customers’ Time and Their Clock

When you honor people’s time, when their urgency is your urgency, worry and concern is replaced with peace of mind. The shoulders relax, the dialing and the texting and the not knowing doesn’t begin. In today’s Daily Dose, I talk about why and how companies should respect customers’ time, sharing some key case studies.


April 5, 2019

How A Legacy Organization Embraces Digital Media to Engage Audiences in a Meaningful Way [PODCAST]

Todd Unger, Chief Experience Officer and SVP of Physician Engagement at the American Medical Association (AMA), shares how he transformed a 170-year-old company’s communication methods into the world of digital.


March 12, 2019

Looking Ahead: the State of Customer Experience

In lieu of alieu of a regular Daily Dose video, I share an excerpt of an interview with my friend Laura Ortman, in which we talk about the state of customer experience, how it’s evolving, and why we need to ground ourselves in understanding the lives of our customers and our employees.


February 26, 2019

Turn “Gotcha” Moments into “We’ve Got Your Back” Moments

If you have “ifs, ands, or buts” in your language, you’re at risk for delivering “gotcha” moments. Our companies’ opportunities are to create “we’ve got your back” moments, in which customers feel like we have their best interests at heart. How should your company shift, and what are the returns on that investment once you do? I explore in today’s video.


February 19, 2019

Make Memory Creation the Currency of Your Brand

Beloved, Make-Mom-Proud companies work, craft, and deliver memories that customers remember and yearn for and go back to. They go out of their way to understand where their customers are emotionally. Learn how to cultivate a culture of memory creators in this Daily Dose video episode.


February 5, 2019

CX Opportunities in 2019: What We Can Learn from the Forrester Customer Experience Index

As companies are ramping up their 2019 initiatives at the beginning of this year, it’s a good opportunity to look back on what we’ve learned in 2018. As customer experience leaders, we have to set the tone for our organizations by acknowledging customer needs and motivations. Today, I want to explore 3 challenges brands are facing in 2019 and what your company should do about them.


January 29, 2019

Focus on Earning a Long-Term Relationship, Not Making the Sale

Make Mom Proud companies work to replace tactics with establishing a relationship with customers; they aim to guide rather than hide; they educate customers with facts, which they clearly lay out for them so customers can make informed decisions. So work to earn the relationship. Don’t make that sale. Learn more in today’s Daily Dose video.