George is in his seventies. His hearing has deteriorated over the years, but he’s reluctant to wear a hearing aid. He hates missing out on parts of conversations and often feels isolated because he can’t hear what’s going on. He’s embarrassed about his disability. But he feels self-conscious about wearing a clunky, visible hearing aid…Read More
A restaurant host has one job to do—meet and greet diners and show them to their table. It sounds easy enough, but the difference between a good host and a great host is underrated because where people are seated directly impacts their experience. Seating arrangements can influence how long diners spend at a venue, how…Read More
Contrary to what we often believe, people want more than what was expected.
We consistently underrate, undervalue, and underutilise our humanity.
We mistakenly believe that we are powerless to make a difference in an all is lost moment when in fact the opposite is true.Read More
When we own the work we’re proud of it becomes more valuable to the people we serve.
How are you owning the work you’re proud of?
You can find an opportunity to delight, especially when you disappoint. A mistake doesn’t always have to end in disappointment.Read More
It turns out that we don’t have to build trust and connection on the fly. We can do it on purpose.Read More
Very few new businesses have an unassailable advantage that makes them the only choice for a prospective customer. Most don’t make measurably superior products or own proprietary software. They haven’t patented a secret formula, and they don’t necessarily have more resources or talent than the next company.Read More
We have the privilege of working to be indispensable to customers and making them feel like they belong—instead of stuck.
True loyalty is earned, not rewarded.
As marketers, if the best use of our resources is to only speak to the people who want to hear from us, then targeting every maybe is not a great marketing strategy.Read More