MOST RECENT NEWSLETTER

Ever notice how a small gesture from someone in a grocery store can shift your whole day? This one's about the unexpected heroes in purple aprons and what they reminded me about presence, people, and real connection...

PAST VOLUMES

Vol 39  2025-06-12 | Agentic AI is changing Everything- Are you ready?

Vol 38  2025-06-03 | Netflix’s Genius- the power of Personalization

Vol 37 2025-05-27 | When my first day nearly broke me!

Vol 36  2025-05-20 | When an Amex Fraud Call Becomes a Hero Moment!

Vol 35  2025-05-13 | The Mastery of Michael’s Listening

Vol 34  2025-05-05 | The CX Hero in a Purple Apron

Vol 33  2025-04-29 | The Cart, the Crowd, and the Choice We All Make

Vol 32  2025-04-22 | The Spa that Whispered Wonder

Vol 31  2025-04-15 | Be a Hero: Start with Birthdays

Vol 30  2025-04-08 | Say My name and mean it

Vol 29  2025-04-01 | A Fool’s Errand: Promising Comfort, Delivering Chaos

Vol 28  2025-03-25 | Lessons from the Garden- the Good, the Bad, and the Ugly of CX

Vol 27 2025-03-18 | EXceptional CX Starts with EX –The True Hero

Vol 26  2025-03-11 | Meddling Through March Madness:     Life Goes On

Vol 25  2025-03-04 | Your Customers Won’t Tell You This… But It’s Why They’re Leaving

Vol 24  2025-02-25 | Simplicity: The Ultimate Hero Experience

Vol 23  2025-02-18 | The Day I Became the Zero

Vol 22  2025-02-11 | Snowflakes and Small Gestures: Turning Zero Moments into Hero Moments

Vol 21  2025-02-04 | Psssst…can I offer a suggestion? On giving feedback

Vol 20  2025-01-28 | EXceptional Listening- a Leadership Hero Moment

Vol 19  2025-01-21 | The Ultimate Experience, Your Employees’

Vol 18  2025-01-14 | When Optum was anything but Optimum

Vol 17  2025-01-07 | 5 Ways to Treat Yourself Right- as Your Own Customer

Vol 16  2024-12-31 | My CX Banking Hero moment

Vol 15 2024-12-24 The 5 C’s of Effective Communication

Vol 14  2024-12-17 | Primary Care: A Lesson in CX Zero

Vol 13  2024-12-10 | Yuka- Empowering Smarter Choices with Simplicity

Vol 12  2024-12-03 | TikTok- The Ultimate CX Playground

Vol 11  2024-11-26 | Stone Soup & Building Buy-In

Vol 10  2024-11-19 | Coloring Outside the Lines: How Ritz-Carlton’s Joshie the Giraffe Story Redefined Customer Delight

Vol 9   2024-11-12 | From Zero to Hero: How Service Desk Became the Heartbeat of the Hospital

Vol 8   2024-11-05 | Trading Shoes and Building  Legacies

Vol 7   2024-10-29 | The Haunted Customer: How the Ghost of Bad Experiences Haunts CX Today

Vol 6   2024-10-22 | Finding the Lemonade Stand Inside Us All

Vol 5   2024-10-15 | Fine-Print Fiasco: The True Cost of Hidden Fees - Zero  Moment

Vol 4   2024-10-08 | A Moment of Truth- Giftful Creations: When a Promise Fails to Deliver- Zero moment

Vol 3   2024-10-01 | A Moment of Truth- Zappos: the perpetual Hero, More Than Just Shoes

Vol 2   2024-09-24 | A Moment of Truth- Citibank Turns My Misfortune into a Hero Moment!

Vol 1    2024-09-17 | CX Story about Amazon