🗣️ “We already have in-house service training.” I’ve heard this a few times lately, and yes,...

Defining your customer personae isn’t about exclusion—it’s about focus. I’ve been working on...

If you’ve worked in a restaurant, you know that "slow" hours can be the worst for service. I’ve...

Customer journey mapping is an essential practice for any business that wants to understand,...

If you know me, you know I love a well-crafted and intentional customer touchpoint—whether it’s...

I had the honor of presenting the team at the Citizen Potawatomi Nation Eagle Aviary with an...

You onboard your employees (we hope), but do you onboard your customers? Many companies focus...

Stepping into my first fractional CXO role has given me a new perspective on my own services—so...

A name carries weight. It should mean something, spark curiosity, and set the tone for what’s to...

It's easy to get distracted with the ever evolving cadence of new strategy directives, metrics,...