Bacon, Brain Nourishment, and a Little Leadership Reflection at 13.5 Knots

There's something special about enjoying a cup of coffee on a cruise ship balcony, watching the waves roll by, and listening to them crash against the ship. Add a little breakfast, some sunshine, and a good book, and I have a pretty wonderful way to start my day.

But I decided to combine two of my favorite things: enjoying the ocean and continuing to learn how I can become a better leader.

Not just a better leader with employees or teams, but also someone who understands customers, consumers, and the expectations they have of the brands they choose to do business with.

After all, a brand makes a promise. The customer experience is where that promise either becomes reality or falls short.

And that's where my morning reading comes in.

A Little More Than Just a Good Book

The book I'm talking about is When Did You Stop Caring? by bestselling author Natalie Beckerman.

When Did You Stop Caring?

The Call to Reignite Humanity in a World Obsessed with Efficiency.

A wake-up call for leaders to remember that businesses serve people, not spreadsheets.

Author: Natalie Beckerman

Explore the book and its message

For anyone who hasn't come across the book, Natalie challenges the way organizations have increasingly prioritized efficiency, automation, metrics, and cost reduction at the expense of the human experience.

She explores what happens when customers become transactions, employees become numbers, and policies take precedence over judgment and empathy.

One central theme is that caring isn't a soft skill or simply a nice thing to have. It's a business strategy. It's about rebuilding trust, empowering employees, making technology work for people, and creating experiences that demonstrate that a company actually values the people it serves.

That message resonates with me.

The Brand Promise Is Only the Beginning

I've spent much of my professional life in learning and development, customer experience, and operational environments. I've seen how much effort goes into building processes, developing employees, implementing technology, and measuring performance.

But I keep coming back to a fundamental question:

What happens when the experience a company delivers doesn't match the promise it makes?

I can have the slickest mobile app, the most sophisticated technology, the best-looking website, and a beautifully written mission statement. But if I can't deliver what I promised, what have I really accomplished?

I believe the customer experience starts long before someone speaks with an employee or contacts customer service. It starts with the expectations the brand sets.

And it continues through every interaction.

When I order something, make a reservation, purchase a product, or reach out for assistance, I'm forming an expectation. When that expectation isn't met, I notice.

I also believe the reverse is true. When I encounter an employee who takes ownership, a company that follows through, or an organization that makes an experience better than I anticipated, I notice that too.

Those moments influence whether I return, recommend the company, or take my business elsewhere.

A Floating Classroom

So here I am, somewhere out on the water, cruising at 13.5 knots on a heading of 206 degrees.

I've got coffee, bacon, the sound of the ocean, and a book that challenges me to think differently about leadership.

I can't think of a much better combination.

I haven't even finished the book yet, and I'm already finding myself reflecting on how I approach leadership, customer experience, and the expectations I set for others.

My copy is still unsigned, which gives me another reason to hope I'll have an opportunity to get Natalie to autograph it.

And hopefully, this isn't the last masterpiece she shares with us.

For now, I'll keep turning pages, enjoying the view, and reminding myself that learning doesn't have to happen in a classroom, a conference room, or behind a computer screen.

Sometimes, the best professional development happens with a cup of coffee, a plate of bacon, and a good book while floating through the ocean.

Because being a better leader isn't just about knowing more. It's about caring enough to keep learning, listening, and improving.

And if I can do a little of that while enjoying the waves, I'm going to call that a pretty successful morning.