Transform CX

05/07/2026

What an honor to be on stages with such amazing leaders.

05/07/2026

Your culture is revealed in the moments where profit, pressure, and people collide.

Not during the team meeting.
Not on the website.
Not in the mission statement.

The real test is what happens when:
• a customer is frustrated
• an employee makes a mistake
• a process breaks
• a sale is on the line
• accountability gets uncomfortable

Over the last few weeks, I’ve been refining the core values for TransformCX and realized something important:

Core values should not be inspirational wall art.
They should explain how a business behaves under pressure.

Here’s what I landed on:

• Protect the Relationship
Do the right thing, even when it costs the sale.

• See the Person, Not the Transaction
People want to feel acknowledged, prepared, and valued. Not processed.

• Think Ahead
Great experiences are proactive, not reactive.

• Know the Business
You cannot fix what you do not understand. Numbers expose reality.

• Build the System
Consistency is designed, not hoped for.

The businesses that scale well usually aren’t the loudest.
They’re the clearest.

When everyone knows how decisions should be made, consistency stops depending on personalities and starts becoming part of the design.

05/06/2026

Oftentimes we think growth comes from doing more deals.

But sometimes growth comes from better focus, better accountability, and finally committing to the numbers you already know matter.

Over the last year and a half, I’ve had the opportunity to work alongside a local insurance agent and help coach the operational side of her agency growth.

What’s interesting is her policies in force actually went down.

Most agencies would panic at that number.

Instead, we focused on building a more balanced and intentional business:
• More life insurance conversations
• More financial services growth
• Better bundling and relationship depth
• Better tracking of the numbers that actually move revenue

The result:
• Over 10% revenue growth
• Expanded product mix
• Stronger customer relationships
• Moved from 5th in the state to 3rd in the state

None of this happened from motivation alone.

It came from accountability to the scorecard.

Not vanity metrics. Not activity for the sake of activity. Just consistent focus on the right behaviors, tracked weekly, and adjusted when needed.

A lot of business owners already know what they should be doing.

The challenge is doing it consistently long enough for the results to compound.

That’s where coaching matters.

05/04/2026

Part of the experience is consistency and ease of use. Features and benefits are just ways to increase margin and future maintenance.

Right, I don't need my fridge to connect to the WIFI......there's no need for all that lol.

04/28/2026

This week we went through the Starbucks drive thru and typically we just order ahead on the app and breeze through grabbing our order and on our way.

This time however, my wife had a question before she ordered about how much caffeine was in a shot of espresso. (Apparently is differs widely between coffee shops)🤷‍♂️

When we got to the order screen, the lady greeted us and asked what they could get started for us today (Starbucks SOP). My wife asked her question about the caffeine and her response made me smile as a CX consultant…

She said “I wouldn’t know that”. Then followed that up with “you could Google it I’m sure.”

Now, Starbucks has some of the greatest training protocols of any large company, but today, one person failed at creating the experience because they unknowingly passed ownership to the customer.

Her default in the moment was to deflect instead of take ownership.

To her credit, she did end up searching for the answer in real time as we did and verified what we found out to be 75mg of caffeine.

Customer service is reactive
Customer experience is proactive

Making the drink is reactive,
Taking ownership of the situation, answering the question and delivering the drink is proactive.

04/17/2026

“The well-meaning headache”

We’ve all experienced this person. Operationally they stand out as model employees, experientially they often don’t get it causing more pain than gain.

👍 if you know this person
♥️ if you’ve experienced the pain of their rigidity to policy.
😂 if this is you!

04/15/2026

The businesses winning right now aren’t cheaper—they’re clearer and more consistent.

If you want that advantage, start with the book or book a strategy call.

Designed To Be Chosen: A leadership blueprint for designing experiences customers trust.

04/15/2026

Everyone says they “focus on customer experience.”

But most businesses are actually focused on…

👉 fixing problems
👉 responding quickly
👉 training their team to be nice

That’s not experience. That’s recovery.

Customers don’t judge you by how well you fix issues.

They judge you by:
• how clear things are upfront
• how consistent it feels every time
• how much work they have to do

If your business is constantly “saving the day”…

You didn’t design the experience.
You built a system that requires heroics.

The best companies don’t need heroes. They build experiences where problems don’t show up in the first place.

Question to consider:

Where are your customers managing things you should have already designed?

04/11/2026

“You can take a good look at a T-bone… or you can stick your head up a butcher’s a**, but wouldn’t you rather take his word for it?”

– Tommy Boy

That line is funny…but it’s also exactly how most companies approach customer experience.

Everyone thinks their way of defining it is “the one.”

👉 Response time
👉 NPS
👉 Satisfaction scores

But what if you’ve just built a really efficient way to track a guaranteed bag of sh*t?

The truth:

What you track gets measured.
What you measure gets managed.

But if it’s not designed around the customer you’re just getting better at delivering the wrong experience.

Design first. Measure second. Manage last. Otherwise, your scorecard will tell you you’re winning while your customers are quietly choosing someone else.

04/08/2026

Most businesses don’t lose because of effort.
They lose because the experience is left to chance.

What you’re seeing here isn’t a meeting.
It’s a team deciding to be more intentional about how they’re experienced.

Clarity.
Consistency.
Ownership.

That’s what patients actually feel.

Appreciate teams like Lifestyle Chiropractic who are willing to design—not just operate.

Learning, growing, and pushing ourselves to the next level 🔥 Huge thank you to Transform CX for helping us see bigger and do better!

04/06/2026

Every business “thinks” they see their operations through the customer’s eyes.
The reality is almost none of them actually do.

And it’s not their fault. They’re just too close to it.

Businesses that want to win understand this and this week I was on-site at Open Water Marine running a Level 10, walking the operation with the team.

We walked it the same way a customer experiences it step by step, moment by moment.

Not how it’s supposed to work…
How it actually feels.

That’s where the gaps show up.

Confusion becomes clarity.
Inconsistency gets exposed.
Ownership gets assigned.

That’s what turns a meeting into accountability.

Your team doesn’t need more meetings.
It needs things to actually happen after them.

What uncertainty did you uncover this week?