August 20, 2019

Get Rid of Opportunistic Fees & Improve Customer Experience

When you think of only the short term gain and not the long-term loss of your customer’s business and their good word, your opportunity for growth depends heavily on customer acquisition and spending money to get in new customers because the ones you brought in last month have already left. Learn why it’s important to put a stop to opportunistic fees in today’s video.


July 30, 2019

Customer Respect: Are You Treating Women with Respect?

There are a few industries that have a hard time acknowledging women, even when they ask the question. If a man and woman are present in retail, the woman may ask the question, but the man gets answered. Many of these industries have something to do with cars, planes, and boats. In this video, I share the importance of treating your customers with respect, no matter who they are.


July 23, 2019

Why You Must Take the Monkey Off Your Customer’s Back

Companies put the monkey on customer’s backs and the result is service exhaustion. Customers are glad for the outcome received, but they don’t know if they have it in them to do it again. In this video, I talk about the importance of company’s recognizing these “monkeys on customers’ backs” and doing the work to remove them.


July 16, 2019

Show Patients You Care: A Case Study on Customer-Needs-Driven Design

Do you demonstrate that you care about the whole human being, not just the part that you deal with in your business? In this video, I share a case study from the healthcare industry that demonstrates how caring for your customers makes a difference to the bottom line of your business.


July 1, 2019

Avoid the Failure to Empathize: Take the Customer Seriously

Many customers experience anxiety when dealing with service people, and therefore, they avoid these transactions whenever possible. In today’s video, I share the simple ways we can address these fears through our company culture.


June 18, 2019

Give Trust to Get Trust: Let Two-Way Trust Define Your Actions

Every customer relationship begins because a customer chooses to trust an organization and its people. In this episode of my Daily Dose vlog, I share insights into how you should look for opportunities to deliberately give trust to your customers in order to build genuine relationships with them.


June 4, 2019

Reward Employees for Congruence of Heart and Habit

In our lives as customers, we find hope, encouragement, and joy in companies who act with “congruence of heart and habit” – taking actions at work grounded in what they learned at home. In today’s Daily Dose, I want to share a story with you that helps illustrate what wonderful things can happen when companies empower and encourage their employees to act with this concept in mind.


May 28, 2019

Earn Your Place in the Story of Customers’ Lives

Memory creation is a choice. In every interaction with customers, you can choose how you’ll deliver a memory and if you’ll deliver a memory. The great news is often, that choice comes at no cost. All it requires is that people act on the power they have to deliver that memory. In today’s episode, I explore how to earn a place in the stories of our customers’ lives.


May 22, 2019

How to Show Up as a Caring Company

Would you roll your mother into a hospital hallway and then leave her there? You know that you wouldn’t. But this kind of thing happens in every single one of our industries, because we’re focused on processes that are built for efficiency, and in doing so, we wire the human out of it. In this episode, I explore how to bring the human back to the heart of our operations.


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.