Connecting with Customers, Mindfully

In today’s ever-connected, busy, online world, regular customer engagement is essential—but striking a balance between effective and overwhelming can prove to be a challenge. Over and over, we’ve seen how consistent, meaningful communication…

AI is great – if accuracy is optional

Significant players in tech seem to have adopted AI as a religion. Well-known tech titans insist AI can replace all human jobs while companies demand employees use it (presumably to replace themselves). It will solve the world’s problems,…

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.…

The Power of Transparency: Building Trust Through Clarity

While conducting qualitative research interviews, I often hear the phrase “what goes on behind the curtain,” which speaks volumes about the challenges of transparency in business. Clients consistently desire better communication and increased…

Breaking Barriers Together: An Evening with First Officer Anastasia Messmore

Last week, I had the privilege of gathering with colleagues and friends for an Ideba Women's Dinner in Atlanta, featuring guest speaker First Officer Anastasia Messmore. Sitting at the table was inspiring. Here we were, a group of women with…

Reddit, Research, and the Rise of Unconventional Information Sources

When was the last time you Googled a company? Probably sometime within the last week. There are approximately 99,000 Google search queries every second (SEO.AI). Google and other internet sources are a prominent way for individuals to get all…