February 5, 2019

CX Opportunities in 2019: What We Can Learn from the Forrester Customer Experience Index

As companies are ramping up their 2019 initiatives at the beginning of this year, it’s a good opportunity to look back on what we’ve learned in 2018. As customer experience leaders, we have to set the tone for our organizations by acknowledging customer needs and motivations. Today, I want to explore 3 challenges brands are facing in 2019 and what your company should do about them.


June 9, 2015

When Mistakes Happen – Make it Right and Repair the Emotional Connection

Learn the story of how you say, “Sorry.” Beloved companies don’t consider the job done until the emotional connection with customers is restored. They make it right. They turn “recovery” into an opportunity that says to customers, “Who else would respond this way?”


May 28, 2015

Leaders: Set the Tone, and Give “Permission,” to Be Real

Beloved companies aren’t afraid to be themselves. They give employees permission to drop the “corporate veneer.” They encourage employees to take the best version of themselves to work and into their relationships with customers. Setting the tone to “be real” are often the leaders inside these companies, who make it okay for everyone to do the same.


May 21, 2015

Suspend Cynicism in Business by Deciding to Believe

You will increase your prosperity by deciding to believe in your customers and your people. The decision to believe is core to beloved companies. Having this ability is the foundation for building the kind of company that employees love and customers want to be associated with.


May 12, 2015

Know the Intent and Motivation Behinds CX Actions

With each shipment you make, with each call, with each customer contact, decide what you want your customers to get from you. Decide how you want them to describe you. Making it happen begins with how you make decisions. It’s all about the intent and motivation that guide your CX decisions.


April 23, 2015

Five Decisions Contribute to the Delivery of a Meaningful Apology

All decisions contribute to the delivery of a meaningful apology. Your apology (how you say sorry) is your humanity litmus test. It’s unavoidable that at some point, your business will suffer a failure that disappoints customers. How your company reacts, explains, removes the pain, and takes accountability for actions signals how you think about customers, and the collective heart of your organization.


April 21, 2015

Gain Clarity of Purpose to Steer Your Customer Decisions

What conditions must always be met before you say “yes”? IKEA designs the price tag first. They know that even people on a limited budget want a beautiful home, a comfortable place that feels like, well, home. Their purpose is to “create a better everyday life for many people.” IKEA wants to produce democratic design: products with flair at a price most people can afford.


April 16, 2015

Customers Tell Your Story and Grow Your Business

When you make decisions that respect and honor customers, you will earn their admiration; eventually even love. Then customers will begin to grow your business for you. “I Love You More Than My Dog,” is a reminder that people are bound by emotion to the things they love.


April 9, 2015

Three Actions to Build a Culture of “Belief” in Your Organization

“I believe you.” With those words, we honor the recipient. Inside beloved companies, they decide to believe. Trust and belief are cornerstones of relationships with employees and customers. Take action and implement three actions to help make “believing” a core competency in your organization and culture.