Month: October 2014

Experience Delivery = Quality Products + Service Excellence + Empathy

I am blessed to be attending the gala Singapore Experience Awards as a guest of the Singapore Tourism Board.  I was asked earlier in the year to serve as a judge to help determine the best experience providers in Singapore.  As you likely know, I am a fan of this uniquely special city/state and truly…

Becoming Known For Service Excellence – Aligning Who You Are With Who You Say You Are

I have often suggested that a measure of a person and of a brand is what people say about you when you are not around. Many customer voices are included throughout my book The Zappos Experience but it seems only fitting, given the innovative use of Twitter at Zappos, to share how some customers “tweet”…

Blessed are the Peacemakers. They will Experience Business Success!

Leadership guru Brian Tracy has been kind enough to endorse a number of my books and I have looked to him for wisdom throughout the years. One of my favorite quotes of Brian’s is “Set peace of mind as your highest goal, and organize your life around it.” The older I get the more value…

Exploiting Breast Cancer Awareness Month – Think Authenticity When Doing Cause Marketing

As a person, who lost his wife to a six-year battle with breast cancer the month of October is bitter sweet. I am heartened by so many organizations championing the cause of breast cancer awareness, research, and treatment – the month is awash with television ads, corporate buildings bedecked with large pink ribbons, and businesses…

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