Month: May 2016

When it Comes to Service: Beware A Technology-Based Backlash

It’s been said that when you have a “hammer everything looks like nails.” Such is the case with technology! For quite some time now we’ve all watched technology revolutionize the way service is delivered across the globe. For example, the Internet transformed the travel service industry as sites like Travelocity decreased the need for travel agents and apps…

How to Stop the Revolving Door for Millennials at Work

This past week I traveled to and worked with leaders in five cities across the US and Canada, (Baltimore, Philadelphia, Knoxville, Houston, and Vancouver, B.C). In addition to three topics I typically talk and consult about (customer experience, leadership, and culture), in every setting one word kept coming up – Millennials! Most leaders and frontline…

Noble Associations, Transparency, and Accountability EQUALS Success

It’s that time of year when we remember and honor our mothers, so allow me to harken back to a “momism” that was frequently uttered in my childhood home. Marie Michelli was quick to say, “tell me who you run around with and I’ll tell you what you are.” The upshot of that saying is…

“Happiness is not an app on a mobile phone” – The Art of Messaging

This blog is about relevant messaging throughout the journey your customers have with your brand. Although I will use Pope Francis as an example, I am not opining about the Catholic church, the popularity of the Pope, or even Christianity in general. I’ll leave all that to the theologians. Much of a customer’s journey with…

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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