About a year ago, a widely-shared article (I shared it, too!) made a confident prediction: CX differentiation would be easier than ever in 2025. The reasoning seemed sound—customer experience quality had hit rock bottom, mediocrity was everywhere, and the few bold leaders willing to “go all in” woul...

I’ve been there. You may be at the point now.

Despite all your efforts, all the strategic plans, and all the personal ambition, a silent, frustrating reality persists: the pervasive feeling of being stuck.

We're all chasing progress. Companies talk about growth, and individuals strive for advancem...

As you likely know, I’ve championed a singular, essential idea for many years: in a hyper-competitive, overcrowded marketplace, distinction isn’t optional—it’s vital. If your organization fails to stand out, you risk becoming invisible.

And if you're invisible, you're irrelevant.

Distinction has b...

If you’ve followed my work for any period, you know that my research and focus is on creating distinction. It’s usually assumed that I’m targeting organizations and how they can generate a marketplace advantage. However, creating distinction is essential for individual professionals seeking to sta...

One common theme I've observed among successful organizations—from those directed by young entrepreneurs to major corporations to highly distinctive educational institutions—is their ability to differentiate themselves from their competitors.

From Apple to High Point University, from LPL Financial ...

This afternoon, I’m in a meeting in Buffalo, New York, listening to leaders of this retail company and their vendors talk about commoditization in today’s marketplace. In today’s rapidly changing business landscape, one of the greatest challenges organizations faces is the perilous trap of the “sea ...