Online expertise-building community: Friends, Bronze, Silver, Gold tiers

ROI, retention, wallet share, market share, indexes, leading indicators

Speak the language of executives and investors about experience management

Motivate buy-in, follow-through, and collaboration by clearer communication

Adapt focus, listening, and telling for email, phone, video communication

Listen with all your senses to illuminate motivations and follow-through

Focus on care-abouts to sync with others and motivate action

Check each party's assumptions with empathy to prevent communication gaps

Trusted advisor and partnering success factors to increase your impact

Win-win planning and communication to achieve intended outcomes