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Welcome to

Two-Cents Tuesdays...



...all about the CX Journey and turning your moments of truth with customers from Zeros to Heroes!

CX Storytime

Be a Hero: Start with Birthdays


This week’s newsletter lands on Tax Day (April 15th,) not the happiest day. But more importantly — it kicks off a milestone week for me. I celebrate my birthday on the 16th, and just two days later, I’ll publish my 100th LinkedIn article. I’ll also be announcing a big project later this month — one that’s been quietly in the works.


All of this got me thinking: Why do birthdays matter so much — and why are we overlooking them inside the workplace?


Companies go out of their way to acknowledge customer birthdays. Emails, discounts, free gifts — all to spark goodwill and connection. Because next to your name, nothing feels more personal than being remembered.


So why not do the same for your internal customers — your team?


Here are 7 ways to improve the HX (EX + CX) by celebrating birthdays with intention:


1.Make it human, not automated.

A real message or quick shoutout lands better than a canned email.


2.Start with your internal customers.

Celebrate your team first. EX drives CX.


3.Tie it to your culture.

Let them pick the playlist or lunch spot — connection over cake.


4.Make it personal, not performative.

Ask how they like to be celebrated. Respect goes further than routine.


5.Track it like it matters.

Don’t rely on memory. Bake it into your calendar or ops rhythm.


6.Use it as a culture pulse check.

Forgotten birthdays = disengagement. Regular recognition = connection.


7.Buy a cake. Or a cupcake. Or something sweet.

Match the treat to the person — but always mark the day.


Final thought:


Being a CX hero doesn’t start with big strategy. Sometimes it starts with a cupcake and a name on the calendar. Recognize the human. The ripple effect is real.


Got stories of your own on what you've done that has worked? I'd love to hear it- write to me

Wisdom in Words

"There are two great days in a person’s life—the day we are born and the day we discover why."

— William Barclay

TIP of the Week


Celebrate the People who Matter




Even if you don’t work together anymore, a simple birthday text, quick phone call, or surprise coffee can mean the world.


Keep the spirit of caring going — not just for teammates, but for old friends, former colleagues, and the people who’ve shaped your path.


Small gestures. Big impact. All the difference.


Inspiration Corner

The Gift of Being Remembered

Every year, without fail, a birthday card arrives from a friend I rarely see. We started out as business colleagues over a decade ago, but over time, a quiet friendship formed — one built on mutual respect and one lovely tradition: she never forgets my birthday.


Even when life gets busy and we go months without speaking, her card still shows up. I always do my best to reciprocate — sometimes with a text, sometimes a voicemail. But I truly admire her consistency. It’s a beautiful kind of care — quiet, steady, and deeply intentional.


I’ve always believed birthdays are worth celebrating — not just mine, but everyone’s. Making a fuss isn’t about extravagance, it’s about honor. It’s saying: you matter enough for me to pause and show it.


When my kids were little, I hosted themed birthday parties right in our home. We’d match the theme to their age or current interest — from arts and crafts parties, to slumber parties, to full-on video game tournaments. And the last one? A sweet-n-spicy 16 — equal parts sugar and sass. Those birthdays weren’t just for my kids — they became memories for their friends and even their friends’ parents. Years later, when I bump into them, they still talk about those parties as real events — not just birthdays.


As an adult, I still love turning a birthday into a little escape from the ordinary. My last milestone birthday was during COVID, and though it was far from traditional, we managed to get to Aruba. It was quiet, simple, and deeply grounding.


And of course, there’s the art of gift-giving. It’s not about the price tag — it’s about the thought. The joy of remembering a wish someone shared months ago. A craving. A need they never expected you to remember. Then choosing the gift, the wrapping, the moment to give it. Even mailing it, if they’re miles away. Because who can resist the magic of an unexpected package arriving on their special day?


What I’ve learned is this: we’re never too old to celebrate being born.


That one day a year is a chance to call someone you’ve drifted from. To check in. To remember. To say, “You matter, and I’m glad you were born.”

And if you’re at a restaurant when a nearby table starts singing “Happy Birthday”?

Join in. It costs nothing. But to someone — it means everything.


Anyone else feel this way? Tell me I'm not alone!!!


Missed previous newsletters? No worries, here are the last 10!


Vol 2.14 2025-04-08 Say My name and mean it

Vol 2.13 2025-04-01 A fool's errand- Promising comfort, delivering chaos

Vol 2.12 2025-03-25 Lessons from the Garden- the Good, the Bad, and the Ugly of CX

Vol 2.11 2025-03-18 EXceptional CX starts with EX- the True Hero

Vol 2.10 2025-03-11 Meddling through March Madness- Life goes on

Vol 2.9 2025-03-04 Your Customers won't tell you this, but they're leaving

Vol 2.8 2025-02-25 Simplicity: The Ultimate Hero Experience

Vol 2.7 2025-02-18 The day I became the Zero

Vol 2.6 2025-02-11 Snowflakes and Small Gestures

Vol 2.5 2025-02-04 Pssst....can I offer a suggestion? (On giving feedback)


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