Don’t Just Solve Problems! How to Actually Reconcile Relationships With Compassion (Infographic)

In this week’s blog, I discussed the ways to enhance customer relationships. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit To speak to me about your CX journey, please go to  

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The Art and Heart of Successful Human Experience Training | A Path Infrequently Traveled

If you are one of those amazing people who read last week’s post and reached out in support of our Surprisingly Kind movement – Thank You! If you missed that post, you’ll get the gist soon – as I build on the surprisingly kind theme. Quite frequently, my team and I are asked to develop…

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Catching What is Right | The Art of Service Storytelling

American lawyer John E. Jones III is credited with saying, “What gets measured gets done, what gets measured and fed back gets done well, what gets rewarded gets repeated.” From my perspective, when it comes to customer experience excellence, what gets rewarded gets done and what gets talked about also gets done. After 25 years of consulting in what used to be called…

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Legendary Brand | What’s Your Story? [Infographic]

Brands that become legends produce experiences that turn into stories and leaders at those brands actively mine those stories to create spontaneous buzz or to produce lasting epic or signature stories. Many legendary stories emerge from those who have received extraordinary service while other stories can come from the founding of your business. Other brand…

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How to Write a Compelling Story Hook {Infographic}

I like to say all stories can have a hook; however, all too often the storyteller fails to examine the story from all the angles needed to discover it.

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No Collusion, No Obstruction, No Hoax – Just Vital Info on How to Write a Compelling Story Hook

If you want to understand the role of the Trump campaign in possible Russian election interference or in any subsequent cover-up, you need to switch blogs, however, if you care about your own relevance then keep reading. Over the past several installments of this blog series (links below), we’ve looked at the role branded storytelling…

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Sharing Brand Stories Differently {Infographic}

I believe that stories are a form of customer currency. In fact, money and time are both in short supply for most consumers, so they want to spend both with businesses that deliver value for dollars and stories for time. They want your business to provide them a positive story that they can share with family…

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The End: Sharing Brand Stories Differently!

One week’s episode might begin with Kate and Toby dealing with the challenges of their recently born premature baby boy only to have the next scene jump to an interaction between Kate’s parents (Jack and Rebecca) which occurred before Kate and her siblings were born. If you followed that sentence at all, you are likely…

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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article