To all of those struggling with mental and behavioral health, please remember to breathe today and every day. You are not alone even when...

Standing in line at a gas station (pre-COVID-19), I saw a gentleman from Bumper-to-Bumper with the words, "Work Hard, Be Nice" on the...

Knowing what to do, what I'm allowed to do, and what I should do to support customers is linked to an organization's values. If values...

Want to start listening to your customers? Here are three easy ways to start your journey! Call your customer support phone number Sit in...

I have been asking these three questions prior to almost every meeting or conversation I have had over the last 15+ years. Sometimes, I...

I may have read one of the most straightforward books on leadership ever, and that is the biggest compliment I can give to any author....

Living in a state (Kentucky) where the current administration wants to have people on Medicaid begin to work sounds good at face value,...

Knowing your consumers is not a one-time event. Rather, it is an ongoing slog of building relationships, seeking feedback, incorporating...

Empathy is imperative for designing and developing solutions for consumers. As part of immersion experience with organizations, I...

Like my old FNL DVDs, I am dusting off this blog post originally written as our high school team played their first game of the year...

The process of Consumer-Centered Innovation often generates fear in both executives and their front-line employees. One our greatest...

The King of anything sounds excellent, but The King of Sh***y First Drafts? Yeah, well that happened thanks to a recent client. The...