Welcome to Two-Cents Tuesdays...

A newsletter about the CX Journey and turning your moments of truth with customers from Zeros to Heroes!

MOST RECENT NEWSLETTERS

Vol 2. 12  2025-03-25 | Lessons from the Garden- the Good, the Bad, and the Ugly of CX

Vol 2. 11  2025-03-18 | EXceptional CX Starts with EX –The True Hero

Vol 2. 10  2025-03-11 | Meddling Through March Madness:     Life Goes On

Vol 2. 9  2025-03-04 | Your Customers Won’t Tell You This… But It’s Why They’re Leaving

Vol 2. 8  2025-02-25 | Simplicity: The Ultimate Hero Experience

Vol 2. 7  2025-02-18 | The Day Became the Zero

Vol 2. 6  2025-02-11 | Snowflakes and Small Gestures: Turning Zero Moments into Hero Moments

Vol 2. 5  2025-02-04 | Psssst…can I offer a suggestion? On giving feedback

Vol 2. 4  2025-01-28 | EXceptional Listening- a Leadership Hero Moment

Vol 2. 3  2025-01-21 | The Ultimate Experience, Your Employees’

Vol 2. 2  2025-01-14 | When Optum was anything but Optimum

Vol 2. 1  2025-01-07 | 5 Ways to Treat Yourself Right- as Your Own Customer

Vol 1.16  2024-12-31 | My CX Banking Hero moment

Vol 1.14  2024-12-17 | Primary Care: A Lesson in CX Zero

Vol 1.13  2024-12-10 | Yuka- Empowering Smarter Choices with Simplicity

Vol 1.12  2024-12-03 | TikTok- The Ultimate CX Playground

Vol 1.11  2024-11-26 | Stone Soup & Building Buy-In

Vol 1.10  2024-11-19 | Coloring Outside the Lines: How Ritz-Carlton’s Joshie the Giraffe Story Redefined Customer Delight

Vol 1.9   2024-11-12 | From Zero to Hero: How Service Desk Became the Heartbeat of the Hospital

Vol 1.8   2024-11-05 | Trading Shoes and Building  Legacies

Vol 1.7   2024-10-29 | The Haunted Customer: How the Ghost of Bad Experiences Haunts CX Today

Vol 1.6   2024-10-22 | Finding the Lemonade Stand Inside Us All

Vol 1.5   2024-10-15 | Fine-Print Fiasco: The True Cost of Hidden Fees - Zero  Moment

Vol 1.4   2024-10-08 | A Moment of Truth- Giftful Creations: When a Promise Fails to Deliver- Zero moment

Vol 1.3   2024-10-01 | A Moment of Truth- Zappos: the perpetual Hero, More Than Just Shoes

Vol 1.2   2024-09-24 | A Moment of Truth- Citibank Turns My Misfortune into a Hero Moment!

Vol 1.1    2024-09-17 | CX Story about Amazon