Crossing the Customer Experience Crevasse
While you may not be climbing Everest this week, hopefully your organization is on a quest to become more customer-centric.
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3 min
Reeling in Success: Agility in Fishing and Customer Experience
Over the last week, we traveled from Michigan’s Upper Peninsula to the Black Hills of South Dakota. We’ve camped alongside lakes, rivers,...
3 min
One Wild and Precious Life
22 states and 10 national parks in 60 days. ChatGPT planned the route. We’ve packed up the camper and are ready to hit the road this...
3 min
The Power of Legacy: Lessons from a Hometown Tire Shop
this isn't just my origin story; it's an invitation for you to reflect on your own business's origins and the values that drive it.
4 min
Buc-ee's: A Roadside Revelation on Customer Experience and Brand Loyalty
Uncover how Buc-ee's has created a devoted fanbase through unforgettable experiences, nostalgic connections, and unwavering brand values.
4 min
Personas are worthless
Personas are worthless until you bring them to life. Learn five common persona pitfalls and ways to make personas a strategic, pivotal asset
3 min
We’re Never Getting Back Together! The Top 5 Ways to Keep Customers from Leaving Out the Back Door
I recently cancelled a subscription to a software product. I didn’t go out of my way to do it; I received the notice that my subscription...
1 min
The One Thing: Courageously Listen, Understand, and Design for your Customers
It was so much fun speaking with my good friend Seth Avergon of Avergon Marketing Group about my "One Thing." Seth is a brilliant...
2 min
LoyaltyCraft, a 2022 North American Customer Centricity Award Winner!
PRESS RELEASE 10/14/2022 LoyaltyCraft Consulting, in partnership with Celina Insurance Group, has been awarded Best Customer Experience...
2 min
The courage to speak. And the will to keep speaking.
Thoughts on the key leadership characteristic to long-term success: WILL. Reflection on the perseverance of Martin Luther King Jr.
4 min
How a Covid Road Trip Changed Everything
In the Fall of 2020, when everyone searched for normalcy during the pandemic, we decided to embark on a different kind of journey. The...
12 min
Showing Up. Lessons from Leadville.
He climbed cathedral mountains, he saw silver clouds below He saw everything as far as you can see And they say that he got crazy once...
3 min
Gaining Strength thru Failure: Lessons from the Ultrarunning Cult
I used to think that marathoners were a little cuckoo. Why on earth would you want to run 26.2 miles? Even driving that distance is a...
3 min
Making Time for Joy: Finding my Laugh Again on a Pedego Ride
Ice cream cones with sprinkles. Bike rides. Double rainbows. Swimming pools. Universal moments of joy. Designer and author Ingrid Fetell...
4 min
No Dead Flowers here: Using Customer Journey Maps in the Classroom
MKTG 455: Strategic Internet Marketing, taught by Adjunct Professor Stuart Atkins at Cal State Fullerton was where I found myself on the...
1 min
Use Personas to Walk in Your Customer's Shoes
When you design products and services, do you start with your customer? Are you thinking about the pain points of your core audience? Are...
5 min
Five Key Customer Experience Lessons from Apple Retail
With over 1 million visitors a day and $5,775 of revenue per square foot (2014, according to eMarketer, published in Fortune), Apple...
2 min
A Seat at the Table
Customer Experience is the heartbeat of every business. And yet businesses fail, time and time again, to meet customer expectations. ...
4 min
My Agile Family
Over the years I’ve leaned on TED Talks to heighten my Emotional Intelligence. Starting with why (Simon Sinek). A better understanding of...
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