October 23, 2019

CCO Career Path: Are You Working with a North Star or ROI-Based Leader?

To succeed as a chief customer officer (CCO) or customer experience executive, you’ll need to understand how you can align with the overarching vision and approach of the CEO or executive who oversees your work. Learn about the two different types of leaders you may encounter in your CCO career journey.


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.


November 27, 2018

Respect Your Customers with a United “You Know Me” Experience

Why is delivering a one company and united “you know me” experience across our organization, a sign of respect and appreciation that we must show our customers? And yet, some companies are still asking their customer to re-tell their story to each person or with every interaction. In this Daily Dose video, I explore what companies can do to engage their customers.


November 20, 2018

Hire People Who Care & Enable Them to Apologize

In my latest book, Would You Do That To Your Mother?, I talk about how Make-Mom-Proud companies know that hiring people with the ability to care is key to how they will grow. In this episode of “Daily Dose…of Reality,” I discuss the importance of apologies and about hiring people that are human and who act with humanity.