Month: August 2016

Send in the Drones: Elevating Service in A Technology-Driven World

Have you been watching Domino’s global strategy over the recent number of years? If not, I think the pizza giant it worthy of study. Unbeknownst to many, Domino’s is an amazingly forward looking company. While other brands like Polaroid or Blockbuster have run into a bit of a complacency trap (thinking that what brought them…

Technology: A Blessing & A Curse to Customer Experience Delivery

I’ve always loved the way Charles Dickens opened his masterpiece The Tale of Two Cities. The first few phrases of the first line set a powerful stage for the book and an apt assessment of the role of technology in customer experience delivery…  “It was the best of times, it was the worst of times,…

Which Should Come First? The Employee or the Customer?

Ok, I admit the issue of employee versus customer primacy falls into the category of   unanswerable debates such as which came first the chicken or the egg. That said, many leaders continue to articulate a mantra that either the customer or the employee “comes first.” While I personally like to side-step this looping debate by…

Customers Aren’t Always Right: Courageous Leaders Need to Be

I love serving customers and helping businesses create loyalty-building customer experiences. HOWEVER, service does not mean customers should be given the power to ABUSE those that serve them. It is one thing to be customer-centric (striving to build customer loyalty by helping your people, processes, and technology deliver customer engagement) and quite another thing to let your people…

Beating the Giant: It’s as Simple as Artisanship

I suspect you’ve heard the phrase, “dollars to donuts.” From my research, its earliest reference occurred in 1876 and typically implies a wager where you are so certain of a bet that you are willing to gamble losing dollars (something of higher value) for the prospect of winning donuts (something of lower value). In truth,…

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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