Pivot Group

Pivot Tips are a labor of love for CX Programs Manager Nicole Cochran. Available to clients in our Reinforcement Training Program, they are personal anecdotes and reflections with real-world lessons—stories that teach and add to our own wisdom. We’re sharing her latest with a broader audience because Matthew’s example is timeless. And perhaps particularly timely.

Pivot Tip #516
📷📷Today was only the third time I've ever cried on a plane.

The first was 22 years ago, fueled by frustration and discomfort. The second was a sympathy cry after sitting next to a man who had lost his father the night before and quietly wept for most of the flight.

This time was different.

I got to share a row with Matthew.

Matthew was traveling alone for the first time and immediately struck up a conversation. He asked all the important questions: favorite color, favorite pet, favorite football team, favorite pizza toppings. We celebrated our shared love of dogs and orange and agreed that, while I wouldn't choose triple-meat pizza, it wasn't a dealbreaker for our friendship.

Then Imee arrived to take the middle seat. I'll admit, I worried. Not everyone knows how to respond to people who experience the world a little differently. So, I welcomed her to "the friendliest row on the plane."

Turns out, she fit right in.

Matthew drew portraits of both of us. Mine included the book I was reading. Imee's was labeled "Most Beautiful Friend." He also wrote a thank-you note to the flight crew. I never saw what it said, but one by one they came to shake his hand, many with tears in their eyes.

After we landed, Matthew got to visit the cockpit. He was so happy he cried.

And then I did too.

We spend so much time looking for ways to stand out, impress people, or make an impact. Matthew reminded me that sometimes the most powerful thing we can do is simply be kind.

The next time you're wondering how to brighten someone's day, don't overthink it. Ask a question. Offer a compliment. Write a note. Make room for someone to belong.

Kindness is simple. And it travels farther than we realize.

Nichole Cochran - CX Programs Manager
Pivot Group, LLC
Email: [email protected]

We made a thing, and we're a little obsessed with it. It's called Readymade, and it turns "we need marketing materials" into "wow, we have marketing materials" in minutes. Go ahead, take a peek: readymadebypivot.com

We've been big fans of Twin Lakes for a long time. They're exemplary leaders in our industry and Jonathan West's presentation at the NTCA Fall Conference illustrates another reason why. The launch of Trilight Mobile has been a huge success - the numbers speak for themselves. Congratulations to Jonathan, Lea Ann Gore, and the Twin Lakes team. We know it's been hard work. It appears it's been worth it!

We'll be in Nashville at the Ga***rd Opryland Resort for the NTCA Fall Conference from Sunday through Wednesday. Stop by Table 206 and say "hey" or "hi" or even "howdy" if it fits. We'd love to chat about anything on your mind (but might lean to marketing, CX, training, web, and research conversations).

And make sure you reserve time on Tuesday morning to see Dave and friends from Innovative Systems, South Slope Cooperative Communications, and Twin Lakes discuss practical AI applications.

We hope to see you there!

Introducing Readymade: the marketing shortcut you've been not-so-secretly wishing for.

Customize with your brand details, pick your campaign, check out, download. Done.

See the magic for yourself at our webinar on September 9 at 11 am PST.

https://readymadebypivot.com/launchwebinar

Marketing budget the size of a postage stamp? We see you. Readymade gives you beautiful, expert-built marketing materials with a price tag that won’t break the bank.

Find out how it works at our webinar on September 9 at 11 am PST. We promise it's more fun than it sounds: https://readymadebypivot.com/launchwebinar

Big news, broadband friends: meet Readymade. 🎉 Pre-built, customizable, ready-to-use marketing materials that make you look like you've got a whole creative team in your back pocket.

Want the whole enchilada (plus a live demo)? Join our webinar on September 9 at 11 am PST: https://readymadebypivot.com/launchwebinar

Your satisfaction scores are solid. Your competitors are betting that's not enough.

Here's the reality: fiber is fiber. Fast is fast. Everyone's saying the same things. So your customers aren't choosing you because of the product. They're choosing you because of the moments. How you show up when things go wrong. How you solve their problems. How you make them feel heard.

That's where competition actually happens.

On August 20 at 2 pm EST, we're hosting a webinar with NTCA to talk about the strategies that keep customers loyal when the baseline service is the same everywhere else. Aaryn Slafky (VP of Customer Experience), Annie Mordhorst (Director of Marketing Services), and Brandon Waybright (Creative Director) will walk through what your competitors are doing right now, what you need to be doing, and some hard truths about where the industry's headed.

You won't want to miss this. Sign up now: https://www.ntca.org/learn/events/online-learning/webinar-competitive-threat

Pivot brand strategists Carrie and Brandon each wrote the 5 hardest brand questions they could think of, then swapped lists—not answers—and will show up ready to answer them live.

No slides. No sales pitch. Just two brand experts who don't always agree, answering one another’s questions. And more importantly, answering yours.

💲Understand when brand investment makes sense — and when it doesn't
🎓Learn to have more productive brand conversations
✂️Cut through the smoke and mirrors around brand projects

Bring us your burning questions. Carrie and Brandon will serve up some hot answers. If you've met either, you know this won't be your average webinar.

Sign up by visiting NTCA under Events & Education/Webinars

We're at Fiber Broadband Association's Fiber Connect (booth #632), and the energy is fantastic. Big thanks to everyone who has already stopped by to connect with Ben Bonds, Tocia Johnson, and Mike Oslund. We've loved seeing familiar faces and meeting new friends in the community.

If you haven't made it by yet, swing by before we wrap. Whether you want to talk strategy, growth, or just catch up, we're here and want to keep the conversation going.