We recently booked two major events for me as a keynote speaker in January 2023. One was a group where a member of the C-Suite had me speak at his meetings for two previous employers. The other was from a CEO of a group I addressed about a decade ago. He contacted me and said, “It’s past time that w...

"We've always done it that way."

This phrase ("WADITW") is a primary enemy of change and innovation. It's why many companies and leaders are stuck in the past, unable to move forward and improve the customer experience.

A crucial aspect of "we've always done it that way" is that it reflects a lack...

In today's market, customers have more choices than ever before, and they're not afraid to switch brands if they're not happy. As every business strives to stand out from the competition, an increasing number are now turning to the customer experience as their critical differentiator.

That's why bu...

Easter is obviously when Christians celebrate a miracle that is central to our faith. Although my work here is never intended to be about any particular set of spiritual beliefs, it struck me when thinking about his holiday that having faith -- believing in something -- is critical to your success i...

Mistakes are a natural part of life. We all make them -- and goodness only knows, I have personally made more than my share!

One of the challenges in today's world is the plethora of online "gurus" and so-called experts seeking to show you how to be successful, wealthy, famous, and anything el...

There are so many variables competing for our attention today it's easy to get bogged down in the minor details and lose focus on what's important. When trying to achieve a critical task, it's crucial to stay focused and not let distractions get in the way.

It's all too easy to let the minor things...