Transform CX

Client and Customer Experience Consultancy empowering great experiences.

10/05/2026

Most businesses measure the customers who contact them.

They count calls, form submissions, appointments, and proposals. What they cannot see is the customer who visited their website, searched for a simple answer, and quietly left.

Maybe the service description was vague. Maybe the hours were outdated. Maybe the customer couldn’t tell what would happen after requesting a quote.

No complaint was made. No lead was recorded. Nothing appeared “broken.”

Leadership often sees fewer inquiries and concludes, “We need more marketing.”

But attention may not be the problem. Uncertainty may be.

The Discover stage begins before your team speaks to anyone. Customers are already deciding whether you understand their need, whether doing business with you will be easy, and whether taking the next step feels safe.

Try this today: Visit your website as if you know nothing about your company. Within 30 seconds, can you tell:

Who is this for?
Can they solve my problem?
What happens when I contact them?

If any answer requires interpretation, the customer is doing work your business should have already done.

You don’t lose every customer after a bad interaction. Some decide not to interact at all.
Jesse Brock

Purchase my update book here: https://a.co/d/0ggtwDV6

08/07/2026

Process is everything.

I saw this post today, and my first thought wasn’t:

How does someone walk out without paying?

It was:

What process allowed someone to walk out without paying?

Think about the journey:

Call → Order → Prepare → Pickup → Payment → Leave

Somewhere in that process, the sequence broke.

Maybe phone orders aren’t clearly marked unpaid. Maybe food is handed over before payment.
Maybe the process works when it’s slow, but falls apart during the lunch rush.

That’s the friction businesses often miss.

When something goes wrong, we tend to blame the person closest to the failure: the employee wasn’t paying attention, or the customer should have known better.

But blame doesn’t prevent it from happening again.

Better process does.

This is what I help businesses uncover at TransformCX: the small operational friction points that create bigger customer and employee experience problems.

Because great experiences shouldn’t depend on everyone remembering what to do.

They should be designed so the right thing is the easiest thing to do.

07/25/2026

If you’re a service business, stop believing the lie that posting reels every day is the key to growth.

Reels get attention.
Results earn referrals.

I’ve never met a customer who hired a consultant because I knew the latest Instagram trend. They hired me because someone trusted me enough to make an introduction or because they saw the results of the work.

Content has a purpose. It builds awareness. It reminds people you exist. It can even establish credibility.

But awareness without ex*****on is just entertainment.

The businesses that last aren’t always the ones with the most views, they’re the ones that consistently solve problems, deliver on their promises, and create experiences worth talking about.

If your business has three extra hours today, ask yourself this:

Should you spend them creating another reel or improving the experience that gives your customers a reason to recommend you?

One grows followers.

The other grows businesses.

07/16/2026

There’s a lost tradition that too many business owners have overlooked in the digital age…that feeling when you get meaningful mail.

We’ve become so accustomed to junk mail and bills being the only thing that the mail delivers that when we actually get something personalized and meaningful it just hits differently.

Thank you Tamie Schmidt Agency- Farmers Insurance Group.

07/02/2026

Restocked after a busy week of conferences and meetings. If you haven’t ordered your copy yet, I’d love to hand deliver a copy to you in Bismarck/Mandan! Transform CX

06/26/2026

What an incredible day with the Independent Insurance Agents of North Dakota!

Thank you to Jeff Kleven, Brent Solberg and the entire IIAND team for the opportunity to share the Designed to Be Chosen framework with such an engaged group of agency leaders. The conversations during and after the session were every bit as valuable as the presentation itself.

One idea kept surfacing throughout the morning:

Insurance isn’t what differentiates agencies anymore. Confidence does.

When customers perceive that every agency can offer great carriers and competitive products, they don’t simply choose a policy…they choose the agency they trust most.

Together, we explored:

* Why customers don’t experience our strategy, they experience our design.
* How hesitation is often caused by uncertainty rather than price.
* The four trust builders every agency can intentionally design:
* Clarity – Remove confusion before customers have to ask.
* Consistency – Deliver the same experience every time.
* Ownership – Take responsibility for the next step.
* Design – Build experiences intentionally, not accidentally.

The highlight for me was watching each table complete the Confidence Map exercise. As agencies mapped their own customer journeys, they discovered something powerful: most of the friction points weren’t insurance problems…they were confidence problems.

Thank you again for the warm welcome and the opportunity to invest in North Dakota’s independent insurance community. I can’t wait to see how these conversations translate into even stronger client experiences across the state.

06/11/2026

Your marketing doesn’t make you preferable.

Maybe that’s a hot take, but I’ve been thinking about it a lot lately.

I know businesses spending a fortune on ads that are barely growing and businesses that hardly advertise at all that people won’t stop talking about.

Marketing gets people to notice you.

The experience gives them a reason to come back.

I think a lot of us (myself included) default to, “We just need more leads.” Maybe that’s true but maybe we need to stop giving the ones we already have a reason to leave.

To be clear, I’m not against marketing. I’m against using marketing to cover up a forgettable experience.

Your customers don’t stay because your Facebook ad was good. They stay because you did what you said you were going to do.

You answered the phone.

You followed up.

You made it easy.

You owned the problem.

That’s what makes a business preferable.

The ad just got them in the door.

06/05/2026

Your “Fixed Ops” needs to be more like your BDC driving business to it. Your advisors need confidence, clarity, consistency, and ownership. TransformCX has the framework to design what the service experience should look like to make your shop “preferred”.

Address

5019 Boulder Ridge Road
Bismarck, ND
58503

Website

http://www.transformcx.net/

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