Month: December 2015

Awaken the Force: Six Powerful Commitments for 2016

As December comes to a close, many of us will do a “year in review” (and if we don’t, Facebook will do it for us).  A lot of us will also think about how we can succeed in the year to come. I have long stopped doing “New Year’s resolutions” since I’ve repeatedly lost and gained back the same 10 pounds I…

So You Want to Deliver Outstanding Customer Experiences… | Driven to Delight

According to Forrester Research, 93% of corporate leadership teams place customer experience improvement on their list of strategic priorities and 23% businesses have it in the number 1 position.  So if you want to drive an elevated customer experience that differentiates your business from the competition, increases the loyalty of your customers, and results in more…

Understanding the Customer Journey

I will admit it.  I am old. I remember a time when people carried pieces of paper in their car to help them get around.  We called those documents “maps” and we struggled to fold them back into place when we were finished using them. Today maps have gone digital and satellites locate us and offer mellifluous voice…

Keys to Customer Experience Excellence | Driven to Delight

Guilty! I admit it I’ve been known to take a complex topic like “customer experience excellence” and make it even more complex. So let’s take a simplified, hopefully not a simplistic, run at how to treat customers in a way that separates you from the competition.  To keep me on track, I’ll offer a framework courtesy of leaders at Mercedes-Benz USA.…

Keys to Customer Experience Excellence | Driven to Delight

Guilty! I admit it I’ve been known to take a complex topic like “customer experience excellence” and make it even more complex. So let’s take a simplified, hopefully not a simplistic, run at how to treat customers in a way that separates you from the competition.  To keep me on track, I’ll offer a framework courtesy of leaders at Mercedes-Benz USA.…

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