MOST RECENT NEWSLETTER
Ever notice how a small gesture from someone in a grocery store can shift your whole day? This one's about the unexpected heroes in purple aprons and what they reminded me about presence, people, and real connection...
PAST VOLUMES
2025-07-08- Edition 43- From the Heart to the Hustle
2025-07-01- Edition 42- My Own Hero’s Journey Story
2025-06-24- Edition 41- The department of redundancy department
2025-06-17- Edition 40- Little Big things Matter
2025-06-10- Edition 39- Agentic AI is Changing Everything- Are You Ready?
2025-06-03- Edition 38- Netflix's genius- the Power of Personalization
2025-05-27- Edition 37- When my first day nearly broke me!
2025-05-20- Edition 36- When an Amex Fraud Call Becomes a Hero Moment!
2025-05-13- Edition 35- The Mastery of Michael’s Listening
2025-05-06- Edition 34- The CX Hero in a Purple Apron
2025-04-29- Edition 33- The Cart, the Crowd, and the Choice We All Make
2025-04-22- Edition 32- The Spa that Whispered Wonder
2025-04-15- Edition 31- Be a Hero: Start with Birthdays
2025-04-08- Edition 30- Say My name and mean it
2025-04-01- Edition 29- A Fool’s Errand: Promising Comfort, Delivering Chaos
2025-03-25- Edition 28- Lessons from the Garden- the Good, the Bad, and the Ugly of CX
2025-03-18- Edition 27- EXceptional CX Starts with EX –The True Hero
2025-03-11- Edition 26- Meddling Through March Madness: Life Goes On
2025-03-04- Edition 25- Your Customers Won’t Tell You This… But It’s Why They’re Leaving
2025-02-25- Edition 24- Simplicity: The Ultimate Hero Experience
2025-02-18- Edition 23- The Day I Became the Zero
2025-02-11- Edition 22- Snowflakes and Small Gestures: Turning Zero Moments into Hero Moments
2025-02-04- Edition 21- Pssst....can I offer a suggestion? (On giving feedback)
2025-01-28- Edition 20- EXceptional Listening- a Leadership Hero Moment
2025-01-21- Edition 19- The Ultimate Experience, Your Employees’
2025-01-14- Edition 18- When Optum was anything but Optimum
2025-01-07- Edition 17- 5 Ways to Treat Yourself Right- as Your Own Customer
2025-12-31- Edition 16- My CX Banking Hero moment
2024-12-24- Edition 15- Tis the Season of Giving-The 5 C's of Effective Communication
2024-12-17- Edition 14- Primary Care: A Lesson in CX Zero
2024-12-10- Edition 13- Yuka- Empowering Smarter Choices with Simplicity
2024-12-03- Edition 12- TikTok: The Ultimate CX Playground
2024-11-26- Edition 11- Stone Soup & Building Buy-In
2024-11-19- Edition 10- Coloring Outside the Lines: How Ritz-Carlton’s Joshie the Giraffe Story
2024-11-12- Edition 9- From Zero to Hero: How Service Desk Became the Heartbeat of the Hospital
2024-11-05- Edition 8- Trading Shoes and Building Legacies
2024-10-29- Edition 7- The Haunted Customer: How the Ghost of Bad Experiences Haunts CX Today
2024-10-22- Edition 6- Finding the Lemonade Stand Inside Us All
2024-10-15- Edition 5- Fine-Print Fiasco: The True Cost of Hidden Fees - Zero Moment
2024-10-08- Edition 4- A Moment of Truth- Giftful Creations: When a Promise Fails to Deliver
2024-10-01- Edition 3- A Moment of Truth- Zappos: the perpetual Hero, More Than Just Shoes
2024-09-24- Edition 2- A Moment of Truth- Citibank Turns My Misfortune into a Hero Moment!