Hey, Reader!
One of the greatest privileges of my work as a keynote speaker is getting a front-row seat to so many different industries.
This fall has been especially full — and now that I’ve had a moment to catch my breath, I’ve been reflecting on the incredible audiences I’ve had the chance to speak to: restaurant franchise owners, school leaders, dentists, convenience store operators, home-services brands, and banking executives, just to name a few.
On the surface, these worlds couldn’t look more different. Different offerings. Different challenges. Different environments.
But every single one of them is focused on the same mission: earning trust, building loyalty, and creating experiences that people want to come back to — and tell others about.
Because while industries are different, customers are not.
Here are some key takeaways from each group, plus simple ways to put them into action— because the best ideas often come from outside your own lane.
1. Franchise & Hospitality
Spending time with franchise owners and operators at Cicis Pizza (one of my all-time favorite brands from childhood to present day!), we talked about a universal franchising truth: your brand isn’t your menu, logo, or marketing — your people are.
You can standardize process, pricing, and signage, but the experience comes down to the humans who bring your brand to life.
The strongest franchise systems invest in culture and coaching because consistency doesn’t happen by accident — it happens through people who feel empowered and supported.
Try This:
This week, recognize one team member (publicly!) for delivering an exceptional guest moment.
2. Independent Schools
When I spoke with school leaders at Serving and Accrediting Independent Schools (SAIS), one truth took center stage: customer experience is not a one-size-fits-all.
We discussed how they must serve multiple “customer” groups at once: students, parents and guardians, faculty, alumni, and local communities. They’re focused on building journey maps for each segment so they can meet each group where they are and inspire long-term advocacy across the community.
The schools creating the strongest cultures understand the unique needs, emotions, and expectations of each audience — and design experiences that support all of them.
Try This:
Map your customer segments and ask:
“How does each group prefer to be communicated with — and when?”
3. Dentistry
Observing the incredible team at Rodeo Dental in action, I was reminded that when it comes to creating experiences worth talking about, you are limited only by your creativity.
From playful waiting rooms and comfort plush toys to Moo Moo the mascot and celebratory cowbell send-offs, they turn routine appointments into memories kids (and parents!) can’t wait to relive.
When you infuse imagination and intentionality into everyday moments, you don’t just serve patients — you create superfans (yes, even at the dentist!).
Try This:
Pick one ordinary moment in your customer journey and ask:
“How could we make this more joyful, surprising, or fun?”
4. Convenience Stores
During my keynote with PDI Industries, we focused on a powerful principle: it’s not the size of your customer base — it’s the strength of it. A small group of highly engaged superfans can drive a massive share of revenue.
And in the convenience store category, the numbers tell the story: returning customers spend 67% more than first-time customers, loyalty members spend 30% more than non-loyalty members, and roughly 15% of customers account for 55–70% of total sales. 🤯
Try This:
Dig into your analytics and ask:
“How much more are our most loyal customers worth? How can we increase their impact, so they’re creating even more customers?”
5. Home Services
Responsiveness builds trust — a message I heard loud and clear at the Neighborly Reunion. In the home services industry, 70–75% of leads begin with a phone call, which means speed to conversation and speed to service are mission-critical.
When customers reach out, they’re already in a moment of need, and how quickly you respond shapes their confidence in you. Brands that remove barriers to doing business win the call, the job, and (hopefully!) the referral.
Try This:
Audit your first-contact experience and ask:
“How fast do we acknowledge customers and prospects? Can we make it 10% faster?”
6. Banks & Credit Unions
Reflecting on my time with financial leaders at Glia Interact, one theme kept surfacing: AI isn’t replacing human service — it's enabling better human service.
Agents at banks and credit unions often spend a significant portion of their day on repeat inquiries and routine tasks. With thoughtful implementation, AI can 2x agent capacity by streamlining workflows so employees can focus on trust-building conversations where human empathy matters most.
Financial institutions that successfully adopt AI aren’t automating away their humanity — they’re scaling it.
Try This:
Identify one task your team performs multiple times per day or week and ask:
“How can AI help automate or streamline this task so our people can spend more time on meaningful moments?”
Across every industry, I see the same truth play out: customers may have different needs, but they share the same desire to feel seen, supported, and genuinely cared for. The organizations that truly prioritize a culture of customer-centricity build deeper loyalty and turn more customers into superfans.
If you'd like support building a more intentional, customer-centric culture in 2026, I’d love to help — just reply and share what you're working on.
In the meantime, I hope these ideas spark something new for you and your team this week.✨