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.”


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 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.


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.


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.