Blog & Resources

customer delight

Missed Opportunities are All Around Us

I've been traveling and speaking and traveling and speaking lately. It's great because I'm still very passionate about the messages, but honestly? It can be exhausting. Just this week, I went to Wisconsin to deliver a keynote for an agency ...

Micromoments and the Balance Between Love and Hate

A flourish. A gesture. A moment. A tiny tip of the hat to human-centered design. When I saw Jeannie’s TEDX talk on micromoments, it resonated with me as a human, but also as a professional communicator. Instant reactions to customer ...

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