Emotion in Market Research

Are you confident your market insights are telling the full story? After more than a decade in market research, I’ve come to see that truly valuable insights are not only objective and actionable, but also capture the emotional context behind…

The Evolving Role of the CRO

Sales is hard! Many Sales leaders set new stretch goals year over year, sometimes without any shift in business fundamentals – increasingly relying on upselling and cross-selling to drive higher revenues. Turnover is high among salespeople…

The Power of Memorable Customer Service: Stories That Stick

When Jenna Whelan and I facilitate white-glove service trainings, one of my favorite parts comes right at the beginning. As we get started, we ask everyone to share the best customer service experience they’ve ever had, and to explain why…

Simple is Better: A Life Lesson from My Kitten

I recently adopted a kitten — the cutest little mischief-maker. Her name is Deedee, and she’s my very first pet. And being my first pet, I treat her like grandparents treat their grandchildren. I go all out. I bought her all of the toys.…