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

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MOST RECENT NEWSLETTERS

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