The VM Matrix for customer experience

The VM Matrix for customer experience

Do you know the VM Matrix for customer experience?The V stands for value and the M for maintenance. These two elements have the biggest impact on CX in my opinion.I ascribe to the definition of Customer Experience shared by my friend and fellow speaker Mike...
A life lesson from my first home purchase

A life lesson from my first home purchase

A life lesson from my first home purchase. The house we bought in Norwalk, Connecticut was a beautiful old stone colonial. My Jennifer and I referred to it as “Het Stenin Haus.” (Dutch for “The Stone House”)Did I mention the house was charming and old?In the first...
Remembering Colin Powell

Remembering Colin Powell

Remembering Colin Powell. Former Four Star General, Chairman of the Joint Chiefs, and US Secretary of State passed away as a result of complications due to COVID 19 at the age of 84.His presence was large and his legacy will live on. Here are five lessons from the man...
How to get more 5-star reviews

How to get more 5-star reviews

Want more 5-star reviews? You only have to do 3 things…1. It starts with intention – be intentional about it. Be review-worthy by providing a great experience and make reviews a priority.2. Be sincere – share the importance and don’t be afraid...