2011
- What the Restaurant Industry Can Teach Us About Business: Customer Expectations
- To Stand Out, You Must Dazzle Your Customers
- Your Language to Your Customers
2010
- The Power of the Apology
- Dear Apple: Help Us to Build a Successful Business on the App Store
- A Message to Capital One and Other Companies Who Sell Commodities
- Selling Is All About Relationships
- Your Call Is Important To Us
- Give Your Customers a Story To Tell
- Better to Have a Difficult Conversation Now, Instead of a Failed Customer Interaction Later
- Focus On Your Customers and the Money Will Follow