Looking Back, Letting Go, and Moving Forward [Infographic]

As I was readying for a new year of blog posts, I looked back to past articles and decided to expand on a prioritization theme that I touched on as the calendar moved from 2017 to 2018. I personally look forward to a balanced year...

Prioritization – Looking Back, Letting Go, and Moving Forward

As I was readying for a new year of blog posts, I looked back to past articles and decided to expand on a prioritization theme that I touched on as the calendar moved from 2017 to 2018. With two more years perspective, I am increasingly...

Imagine it is 2025 – How’s Your Customer Experience?

What will customers expect and encounter when they interact with you and your business in 2025? I know that the question is asking about a distant horizon line, but it wasn’t long ago that 2020 seemed like it was forever far away. As a consultant...

Slowing Down to Savor the Season – Unplugging to Connect!

In the spirit of living what I share in this blog, I have lightly modified a post from years gone by… About 28 years ago, I used to speak about managing the stress of the holidays. Those presentations were loosely based on the book Unplug the...

The Art of Wrapping and Trimming Your Customer Experience | Put a Bow on It [INFOGRAPHIC]

For as many times as I have done it myself or experienced it, you’d think I would have made this connection much earlier. My newly emerging awareness involves the symbolic relationship between outstanding customer experience delivery and the practice of wrapping a personalized present and...

Put a Bow on It | The Art of Wrapping and Trimming Your Customer Experience

For as many times as I have done it myself or experienced it, you’d think I would have made this connection much earlier. My newly emerging awareness involves the symbolic relationship between outstanding customer experience delivery and the practice of wrapping a personalized present and...

Not All Customers are Jolly but Service Professionals SHOULD BE

The holiday season may bring out the best in humanity, but holiday shopping can also bring out the worst. We’ve all seen the “Black Friday Brawls” as shoppers play tug-of-war with the last doorbuster sale item and we've heard of “Cyber Grinches” who gobble up...

The Art of Selling through Human Experience Creation [Infographic]

The next few weeks will be “make or break” for retailers. With more shopping occurring online (particularly through mobile devices), brick and mortar retailers are looking for ways to get people to leap from their couches and into their stores. For example, traditional retailers like...

Winning this Holiday Season | The Art of Selling through Human Experience Creation

The next few weeks will be “make or break” for retailers. With more shopping occurring online (particularly through mobile devices), brick and mortar retailers are looking for ways to get people to leap from their couches and into their stores. For example, traditional retailers like...

Create a Hostile Environment for the Ungrateful [Infographic]

I often consult with leaders who are trying to develop human-centric cultures. In the context of that work, I have shared my view that it's essential to make it easy for compassionate and caring people to stay with your business and also to make it...

Create a Hostile Environment for the Ungrateful

I often consult with leaders who are trying to develop human-centric cultures. In the context of that work, I have shared my view that it's essential to make it easy for compassionate and caring people to stay with your business and also to make it...

Artificial + Human Intelligence Experience Success [Infographic]

Artificial intelligence that enables tailored messaging and product offerings will play big this holiday season, but so too will human intelligence that guides truly personal interactions. I would love to hear how you are blending the best of technologies like artificial intelligence (as it relates...

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The Starbucks Experience: Leadership Tips eBook
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How to Win Every Customer, Every Time, No Excuses! Article