Optometrist Turns a Blind Eye to Customer Experience
04.22.2026 – Two weeks ago I shared Jeannie Walters’ framework for what great customer experience looks like. Companies that get proactive CX right grow revenue 41% faster and retain customers at a 51% higher rate (Forrester). The math is impossible to ignore.
All It Takes Sometimes Is an Avocado Outfit and a Rubber Chicken Pen for Great CX
04.15.2026 – Last week we dived deep into the world of CX (customer experience). Seldom a day passes when you don’t have some type of CX. It may even be a micro-CX. It’s still a CX.
6 Reasons Why Every Business Should Be CX-Focused
04.08.2026 – Let’s talk about two letters you should care about A LOT in your business: CX
CX stands for customer experience. It’s the sum of every interaction a customer has with a brand — before, during, and long after the transaction. Customer services is a subset of CX.
A QR Code in the Cloud… Ahem… the One Above Your Head
04.01.2026 – The other day I took a call from the owner of one of the most innovative startups ever. It didn’t take long before I realized this CEO has his head in the clouds. Literally. I don’t even know where to start with this story. But here goes…
Win Your Audience Over by Knowing Their W-I-N
03.25.2026 – If the audience you’re speaking to and about is basically yourself — your wants, your message, your agenda — then you need to read this. Change out that mirror for clear glass. You need to clearly see who’s in front of you. And you need to know them.
Court of Public Opinion: Glass Basketball Floor’s Guilty of “Uncraftsmanlike Conduct”
03.18.2026 – Innovation, creativeness, uniqueness. Those who know me know all of those are passion points in my DNA. Add to that disruptive technology, and I’m knocking on your door asking to manage your PR. But no matter how innovative, creative and unique your disruptive technology may be, it still has to deliver the ultimate customer experience.
The 3 Cs That Make (or Break) Your Message
03.12.2026 – You’ve crafted the perfect message. The writing is tight, the facts check out, the call to action is crystal clear.
Then you hand it to the wrong spokesperson. Ugh. It lands with all the impact of a wet napkin on a rainy Monday afternoon. In Boise. Welcome to the frustrating reality of persuasive communication: it’s not just what you say. It’s who says it.
The Pizza PR You Won’t Believe Made National News
03.04.2026 – Let me tell you about an accidental PR win for a brand I’ve openly mocked. It’s pizza. A very low-quality, floppy, sponge-like pizza. One that actually doesn’t taste much better than the cardboard box it’s packaged in.