Nasdaq Speed Reads: Would You Do That To Your Mother?
June 22, 2018

Nasdaq Speed Reads: Would You Do That To Your Mother?

While promoting my book, I stopped at Nasdaq in Times Square for a #NasdaqSpeedReads interview with Lyanne Alfaro. We spoke about the book, how good employee and customer experience affects businesses and customers, and why technology and CX should play nicely together without removing the human element.


June 6, 2018

Optimize Your Company’s Business Strategy With Customers In Mind

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. And that means building a one-company approach to business strategies.


May 31, 2018

CX Leadership in the International Gas and Energy B2B Industry with Antonio Susta [PODCAST]

I speak with Antonio Susta, Head of Customer Experience and Customer Service at The Linde Group, a world leading supplier of industrial, processes and specialty gases. As a CX leader at Linde Group Italy, he has the support he needs to lead and implement a CX transformation, per the company’s new focus.


The 5-Step Guide for Customer and Culture Transformation: Your “Would You Do That To Your Mother” Reading Experience
May 25, 2018

The 5-Step Guide for Customer and Culture Transformation: Your “Would You Do That To Your Mother” Reading Experience

I designed this book to be a series of toolkits for you and your team to use while transforming your company’s customer experience. You’ll find a 5-step plan for evaluating your company’s current behaviors and implementing actions at every level of the organization to achieve the “Make Mom Proud” company status.


May 23, 2018

Head of Fan Experience at Fanatics Shares Why Employee and Customer Experience Go Hand in Hand [PODCAST]

Fanatics is the world’s largest provider of officially licensed sports gear, and in this episode, Carolyne Matseshe-Crawford, Head of Fan Experience, speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans.


May 22, 2018

5 Companies That Are Changing The Way Businesses Relate To Customers

A unique customer experience is the outcome of a unique company. What I mean by that is that, yes a company can put tactics into place that transactionally are out of the ordinary. But in order to be steadfast in the market, and with customers, employees, and partners, as a company that is unique — they need to address both the internal and external factors to enable them to deliver in a unique manner.


May 16, 2018

Inspire a Customer Service Mentality In Your Organization

Maintaining a “customer service mentality” in the marketplace has to first begin with leaders and the behaviors that they themselves exhibit. That gives the organization—throughout the organization—the ability to act and model that behavior. And this is not just limited to those on the front lines caring for customers in distress.


May 15, 2018

Mama’s Manners: A Guest Post by Chip Bell

In this guest post by Chip R. Bell, Chip shares lessons learned from his mother that have guided his career in customer service. A key lesson here is that others deserve your best, and that belief should be demonstrated in how your customers are served. Make all your customers want to say, “Your mama would be proud.”


May 9, 2018

How to Effectively Capture the Power of Customer Experience ROI

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own.