Hi Reader Sometimes the biggest business wins come from the smallest... almost sneaky... shifts. This week’s CX Passport Live conversation with Dom Hodgson, reminded me how often we chase complicated strategies when a tiny move can create a huge ripple. Dom built his pet adventure business by choosing to see the world just a little differently. And honestly, that worldview is something every CX leader can steal. “I called it adventures instead of walks… I had elevated myself above the...

Lasagna or money? Hi Reader In this week's CX Passport, Sara Abbott, the GM of Metropolis Resort, shared a simple solution for recognition. Nothing dramatic… just a clear look at how teams actually experience gratitude. After a demanding spring break week, she offered her staff a dollar per hour bonus for every hour they worked. A reasonable gesture. Practical. But it didn’t land. No one reacted. It came and went. Then she approached the next busy stretch differently. “Next time... I made...

When good ideas create unexpected results Every once in a while a guest talks about transformation in a way that cuts through the usual noise. In this week's CX Passport, The One With Science And Imagination Driving Transformation, Trina Di Giusto shared a perspective on empowerment that made me rethink how often leaders oversimplify what teams need during change. She explained that in an earlier cycle, her team believed empowerment meant stepping back. Give experts room. Remove the friction....