Latest Articles
I Rolled Dice to Prove Great Customer Service Isn’t Luck
This article introduces my Emotional Stamps model, showing that every customer interaction leaves a mark: negative (1–2), neutral (3–4), or trust-building (5–6). Using a dice-rolling exercise with Disney touchpoints, I demonstrate how a few “magical moments” can outweigh flat or negative ones, and how consistency matters more than perfection.
The Hidden Architecture of Experience: What Disney Teaches Us About Operationalizing Brand
This article highlights how Disney creates magical experiences through intentional design, immersive storytelling, and constant refinement. By blending engineering with imagination, Disney crafts seamless, emotionally rich environments that offer lessons in user-centered experience design.
From Bids to Boardrooms: How Auctioneering Shaped my Leadership Style
This article explores how my experience as an auctioneer shaped my approach to public speaking, creative strategy, and leadership. The lessons I learned on the auction block—engaging audiences, crafting compelling calls to action, and rallying people around a shared goal—are the same skills I apply in my current role at Docusign.