Stop the Service Waiting Game
August 13, 2019

Don’t Make Customers Play the Service Waiting Game

In a survey conducted by CNN Money, 58% of Americans said they waited for in home appointments for the cable guy and other people for an average of four and a half hours. We, as brands, can do better. In this video I talk about the importance of addressing the “service waiting game.”


August 6, 2019

Deliver Peace of Mind, Not Paperwork

When we bombard customers with complex paperwork, we force them into consenting to what’s inside. Have you even looked at your company’s paperwork? Does it make it easy for your customers to understand your terms of service? In today’s video I talk about the importance of making your paperwork more human and easier to understand.


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.


March 5, 2019

How Emotion-Driven Innovation Increases Customer Loyalty

How can your business practice emotion-driven innovation? Often, what sets apart the companies that we love is that they obsess over how customers feel in certain situations. They work at understanding the emotions that are native to certain customer experiences. Then they use that understanding to redesign experiences to deliver an outcome that flips the negative emotion to a positive one. Learn more in today’s video.


June 13, 2018

The Secret to Attracting and Keeping Valued Customers

When we are validated, and even the slightest concession is made to accommodate us as customers, it makes a difference. And that difference adds up in how we stack up the companies we will go back to and talk about.


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.