Testing and Learning for Customer Experience Excellence

On any given day I find myself playing the You know you're old when… game. Here’s how it goes for me on broader social themes, You know you're old when you have to explain to someone what a pay phone was or when you reflect back...

How to Drive Your Brand Voice Through Customer Experience {Infographic}

I’ve been working with a group of entrepreneurs to help them drive a branded customer experience at each of their businesses. During my last interaction with these business executives, I asked each of them to bring ten recent emails they had written, ten emails written...

How to drive your brand voice through your customer experience

Recently, I’ve been working with a group of entrepreneurs to help them drive a branded customer experience at each of their businesses. In prior working sessions, those leaders and I defined the optimal customer experience in the context of their respective mission, vision, and values....

A Blast from the Past! {Infographic}

Back in 2013 I read a report by customer experience research and consulting group Walker, titled Customer 2020. I remember thinking that 2020 sounded like a year ominously far away and that the study’s conclusions were futuristic and almost otherworldly. Now that we have entered...

The 3 Ps of Customer Experience Excellence

It seems like pre-historic times. The year was 2013, and I emerged from my cave having just read a report by customer experience research and consulting group Walker, titled Customer 2020. I remember thinking that 2020 sounded like a year ominously far away and that...

Making Magic for Customers in 2019 {Infographic}

Let's learn from Airbnb, Disney, and The Ritz-Carlton to make magical experiences for your customers in 2019.    

Making Magic for Customers in 2019

As 2018 was coming to an end, I was completing the first draft of my new book about Airbnb and about the guest experience delivered by Airbnb’s host community (I’ll share more about that McGraw-Hill book as we get closer to publication). Airbnb and Walt...

Deliver Convenience Before the Year Ends {Infographic}

As I’ve been working with Airbnb, I’ve enjoyed the opportunity to focus on customer experience delivery in the context of the burgeoning sharing economy. While there are vast differences between guest experience excellence at The Ritz-Carlton Hotel Company (the focus of my book The New...

Quickly Before the Year Ends – Deliver Convenience

This is my last blog post for 2018 as I hunker down in the homestretch of writing a book about Airbnb which will be published by McGraw-Hill in 2019. As I’ve been working with Airbnb, I’ve enjoyed the opportunity to focus on customer experience delivery...

When Customers Aren’t Jolly: 7 Tips for Managing Customer Complaints During the Holiday Season {Infographic}

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 sales item. No matter your business, people can become – let’s...

7 Tips for Managing Customer Complaints and Stress This Holiday Season

It’s crunch time for retail! 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 sales item. No matter your business,...

7 Workplace Wellness Ideas That Boost Employee Engagement {Guest Post}

Guest post by Clara Masters: Did you know that only 29% of employees report feeling engaged at work? The remainder are either indifferent to their work or completely uninterested. Given that engagement is tied to both wellness and productivity, it’s an issue that needs to be taken...

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