AJ Dybantsa’s Farewell Letter Soars & Scores
05.06.2026 – Classy. Heartfelt. Touching. It’s one thing to receive a letter of gratitude. It’s another to receive an unexpected, authentic one. I’m referring to the recent LinkedIn post by freshman basketball sensation AJ Dybantsa. As expected, he was one-and-done at Brigham Young University.
National Honesty Day: Five Areas to Fully Embrace It
04.29.2026 – On April 1, we make fools of others — or ourselves. It’s practically a national sport (and I’m a very willing participant — QR codes on clouds??). So, it’s only right that April ends on a higher note. Did you know April 30 is National Honesty Day?
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.