What Silence Does — Part Four Three pieces of this series have been about what silence costs. This one is about what it’s for. Because the answer was
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The Full Stop: What Ghosting Actually Costs
What Silence Does — Part Two Most people file ghosting under dating. A few good dates, real conversation, and then nothing. No explanation, no closing line. Just a
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
Trust Is The Anchor When the Rough Seas Come
Trust is easy when the water is calm. What you find out real fast — when the rough seas come — is whether the anchor you have is
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
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,