What Silence Does — Part Three Give the number. Then stop talking. The first to speak loses. If you’ve ever sat through a negotiation course, you’ve heard it.
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How Silence Shapes Relationships
What Silence Does — Part One You’ve heard the old sales adage: the first to speak loses. It’s one of the core tenets of negotiation, and every sales
The Hijack: What Happens When You Remove Someone’s Agency
Today I lost respect for a platform I’d considered one of my favorite tools, and it came down to a single experience that hijacked my agency. A few
It’s About Your Promises: Managing Expectations You Set Yourself
Something pings. You jump. That’s the shape of it. A notification arrives, there’s a jolt, and an answer leaves your hands before you’ve decided anything. We’ve been trained
The Signal Your Customer Experience Is Sending
Most of us think about customer experience as something that begins once someone becomes a customer. Onboarding. Delivery. Follow-up. You know – the part where the actual work
Unsubscribe Should Be Your Favorite Thing to See
Have you ever gotten stuck in a customer experience that feels like falling into a black hole? You go online to do something simple – downgrade a plan,