7.8 Billion on Cyber Monday of Cyber Week – Is Brick and Mortar Retail Dead?

It’s the holiday season 2018, that peaceful time of the year when we focus on the most important things in life – being with family, celebrating faith traditions, entertaining friends, and relaxing – wait I must be under the influence of eggnog. Let’s try that...

Two Magic Words {Infographic}

Thank you for sharing one of your most valuable resources – your time. Let’s do a quick recap of the science of appreciating customers and then get down to business.

Human Experience Requires Gratitude

My parents told me, I told my children, and I suspect they will tell their children two magic words. In the United States, during this time of year, these words play prominently in family gatherings. The good news is the magic of these words extends...

Doing What’s Right {Infographic}

It’s easy to write books about sleek, high-profile brands like Mercedes-Benz, Starbucks, Ritz-Carlton, and Zappos, but I am way overdue in giving a nod to leaders and team members at Clayton who’ve impressed me with their commitment to live their mission “to open doors to a better...

Catching People Doing What’s Right Along the Customer Experience Journey

Starting around 2012, I had the good fortune of working with the leadership team at Mercedes-Benz USA (MBUSA) as they sought to elevate their customer experience from the middle of the pack among all automobile manufacturers on the J.D. Power Customer Satisfaction Index (CSI). In...

The Laws of Brand Storytelling {Infographic}

Let me tell you a story about two storytellers and their new book about storytelling. Those storytellers are Ekaterina Walter and Jessica Gioglio, and the book is The Laws of Brand Storytelling.

The Laws of Brand Storytelling – Delivering your Brand in Moments and Memories

The Native American Hopi tribe have a saying that goes, "Those who tell the stories rule the world."  Storytellers certainly have been a powerful force throughout history and may even be more important today thanks to the amplification of their messages through the internet. While...

Customer Experience Secret Sauce {Infographic}

Consistently delivering an extraordinary customer experience is challenging, however understanding what you need to do to differentiate your business isn’t that difficult – it comes down to four things.  

The Secret Sauce to Customer Experience is a Blend of Four Ingredients

Recently, a new client of mine said, “Just like everyone else I want to differentiate my business through the customer experiences I provide, but quite frankly I’ve tried a lot of things and am not seeing any sustained improvement.” Rather than being the voice of...

Customer Experience Research {Infographic}

I was fortunate to be an early adopter of Salesforce’s customer success solutions. It’s not my nature to be the first in the water when it comes to technology, but I was eager to shift from a clunky and expensive CRM to the Salesforce cloud. Through...

Customer Experience Research

I’m on deadline for a new book and have been looking back at a variety of recent customer experience research studies as part of my writing. As a result of that process, I realized that I haven’t posted many of the sources and findings that...

How to Rebuild Trust Among Dissatisfied Customers {Guest Post}

Customers’ experience cogently affects a brand’s reputation in the market. According to Vision Critical, 80% of customers won’t buy from companies with negative reviews.  This means that a mutually satisfactory relationship with customers is a vital element of every growing business. So, if you want to...

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article