Hey, Reader! My oldest son, Kadoh, recently told me I'm a great "Pokémom" — that is, mom to a Pokémon superfan. It was high praise… and well-earned. In the past month, I've waited outside stores before they opened, stayed up late in virtual queues, and attended multiple card shows—all in pursuit of Pokémon cards. Why? Because my eight-year-old son, Kadoh, is a Pokémon superfan. And watching that fandom up close has reminded me that Pokémon isn't just a game. It's one of the greatest...
about 1 month ago • 4 min read
Hey, Reader! Think about the last time a brand genuinely wowed you when something went wrong. I'm guessing you still remember it. I'm guessing you've told someone about it. Now think about the last time a brand made things worse when something went wrong. I'm really guessing you still remember that one. And I'm guessing you've told a lot of people about it. Most companies treat complaints as a customer service problem. They're not. They're a brand problem. Or more accurately, a brand...
about 2 months ago • 3 min read
Hey, Reader! This morning, I’m speaking to the National Sporting Goods Association in Nashville about creating superfans in a competitive market. I’m excited to spend the day with team dealers, retailers, manufacturers, and industry leaders who are all navigating evolving customer expectations. During one of my prep calls with the association, their team shared something that really stuck with me: Many of their members are doing things for customers today that they never would’ve imagined...
2 months ago • 3 min read
Hey, Reader! Last week I was in Chicago, speaking with leaders at the National Association of Convenience Stores. I’m still thinking about a statistic that’s specific to the convenience retail world, but not unique to it: In many parts of the industry, annual employee turnover is 100% or more. It’s not something I had time to fully unpack in my keynote, which focused on the customer experience—but it’s one I haven’t been able to stop thinking about. Now, hopefully, turnover in your...
3 months ago • 4 min read
Hey, Reader! My day yesterday was pretty SUPER. My husband, Jeff, and I watched the Michigan men’s basketball team win the NCAA National Championship Game in Indianapolis. Go Blue! 💙💛 On the drive to the game, I watched the Artemis II crew livestream their voyage around the moon, venturing farther from Earth than any humans in history and closer to the moon than anyone in more than 50 years. And, as if that wasn’t epic enough, we stopped not once but twice at Buc-ee’s on the drive. (12/10 for...
4 months ago • 3 min read
Hey, Reader! Like many Americans, I bought a new TV last week. And no, it wasn’t for a big Super Bowl party — it was because the ice storm in middle Tennessee two weeks ago caused a power surge that killed the TV in the living room. PSA: Make sure you’re using a surge protector for your TVs… and, make sure it’s not expired, since surge protectors apparently go bad after three to five years… who knew?! Anyway, my husband and I went to a retailer to look at the TVs. We knew the size of the TV...
6 months ago • 4 min read
Hey, Reader! Two weeks ago, I flew four days in a row — and drove to and from the airport four days in a row — to maximize time with my family between a Wednesday event in Minnesota and a Friday event in Orlando. So when I found myself back in Orlando for an event the following Tuesday, I took my husband’s advice and stayed in the Sunshine State for my Thursday-morning keynote in Jacksonville. Tuesday night, I opened Google Maps in my hotel room and realized something fun: Kennedy Space...
6 months ago • 4 min read
Hey, Reader! Happy 2026!Today is my first in-person speaking event of the year. Later today, I’ll be onstage in Minnesota speaking to 1,000 Realtors from Edina Realty. Before each event, I always ask myself, “What’s the most important thing I can say to this audience today?” It’s the same question I ask myself before hitting “send” on an email to this list, too. And this morning, I found myself reflecting on some of the best advice I’ve received. This week marks the third birthday of my book,...
6 months ago • 3 min read
Hey, Reader! It’s the most… wonderful time… of the year! 🎶 For Spotify, that is. The brand’s personalized “Wrapped” recaps have once again taken over the social media feeds of their listeners. They’ve also spawned copycats posts and recaps from brands (plus a fun one from ME!) and even an SNL parody. Click to view my IG post! What started a decade ago (and was rebranded as “Wrapped” by Spotify in 2016) has become an annual Q4 cultural juggernaut. This year, more than 200 million Spotify...
7 months ago • 4 min read