An old-timer in my community made an interesting observation. “Scott,” he said as we reminisced, “it used to be that there were two restaurants here in Crothersville. Not only did the food taste different at Ted’s Restaurant than at Kern’s Grill, but they just felt different. Each was a reflection...

Currently, I am working on a new keynote speech and project that I’m calling “The Customer Algorithm.” The idea came to me as I was driving a rental car from Tucson to Phoenix. Construction on the Interstate had traffic at a standstill, and I was likely going to miss my flight. This raised the possi...

You know that in today's business landscape is more competitive than ever. This means that providing an exceptional level of customer experience is more crucial than ever, too!

While the specific needs and expectations of customers may vary depending on your industry and context, here are six ...

We are in an era where customer experience (CX) is the battleground in every industry. There’s no business I’ve encountered in my years of working with organizations around the world that had zero concern for repeat and referral business. We all desire customers who come back for more and who tell t...

When I was growing up in rural Indiana, my Mom often said, “Familiarity breeds contempt.” 

But with all due respect for my Mom – and parents everywhere who used the phrase – it’s just not true. The more I know you, and about you, it does not automatically transition into scorn and disrespect. Famil...

In business and leadership, the pursuit of distinction and the delivery of the Ultimate Customer Experience® are paramount. Yet, a pervasive challenge that I’ve observed in several organizations threatens to undermine these objectives: the echo chamber effect.

This phenomenon, where similar thought...