When a crisis arises, it may feel like you're being pulled in every direction, trying to manage every little detail while also being tasked with prioritizing which fire to extinguish first.

I recently wrote about taking the extra step to deliver amazing service. There were three steps: pay attention, care about your customers and put forth extra effort.

Do you find there are many videos on your social feeds lately? How many of them grab your attention and are worth your time to watch? If you're producing your own videos, what's going to keep your viewers watching for more than three seconds?

Get ready to do a little math. While not my typical lesson, this is very important. It's about customer retention—which can lead to customer loyalty.

We're certainly all familiar with Zoom by now, whether using it for work meetings or social gatherings with friends and loved ones.