Month: November 2014

Wireless Charging at a Starbucks Near You! Partnering in the Removal of Pain/Drain Points

You have seen us. If you are honest you will admit to being one of us. We are the people trying to appear inconspicuous as we feverishly look for an available power outlet to recharge our laptops, tablets, or cellular phones. We are easily located in a wide number of locations including airports and Starbucks…

It’s Not Just Moments-Of-Truth: It’s the End-To-End Experience

The findings of a powerful research study emerged in the Harvard Business Review late last year and it’s clear from the behavior of some companies I’ve visited recently that word has not been disseminated widely.  The article was titled “The Truth About Customer Experience” and in it the authors Alex Rawson, Ewan Duncan, and Conor…

Segment Your Service Experiences!

Customers aren’t always right and they certainly aren’t equal,  but…customers are always paying the bills! I am stuck by two groups of business leaders – those who treat customers as an after thought to profits or products and those that treat every customer equally.  I have always ascribed to Peter Drucker’s adage that we are…

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