On a scale of 1–10, how annoyed would you be about this? This story includes advice from my father; something all of us are going to need to consider pretty soon. Customer experience is all about removing friction, and the LAST thing you want to do is add more…

On a scale of 1–10, how annoyed would you be about this? This story — from 90 minutes north of my house — includes clocks, hotels and ipods…. If you’re going to make CX improvements, do so proactively.

[They’re Not as Digital as You Might Think] Meeting planners take great pride in the quality and selection of the speakers they hire for their events. It’s a mark of professionalism. A coup d’état over industry rivals. The pièce de résistance to set the tone and kick things off…

Is it just me, or is this a customer experience calamity? On a scale of 1–10, how annoyed would you be about this? This story — from a few weeks ago in Philly — includes tequila, cx and tacos. (If you’re going to shortcut something in your customer experience…

Meeting planners have spoken, and we listened. On the subject of the selection and investment of a keynote speaker and what matters to them and their audiences, meeting planners are clear: it’s about substance, not showmanship. “There’s riches in the niches.” ~Speaking Industry Adage Our data shows that the…

The tremendous appetite for dialogue on leadership, motivation, disruption and innovation will set the tone for keynote speeches in 2020. — Selecting the right speaker and topic can make or break a meeting, and professional planners prioritize accordingly. The 150 meeting planners surveyed for this report have shared what topics are of most interest to them and their eventgoers for 2020. To get the best insight, we asked a similar…

In addition to running Convince & Convert, I am a professional speaker and give many presentations each year on marketing and customer experience. I’m even in the professional speaking Hall of Fame (alas, no bronze bust included). As a speaker, I have discovered that one of the elements that differentiate…

We spend so much time working, but much of that time is not terribly productive.

It would seem that a lot of people found my latest email to be very relatable. Here’s what I had to say last week. Have you ever been there? My father was a very smart man. He was very loquacious and had a lot of sayings. I’m sure he heard…