Human Performance

Catching Great Leadership Skills

Leadership skills learned from a great leader At a time in history when political leaders often polarize, I’ve been blessed to work with community and business leaders who unite, empower, and transform. A couple of weeks ago I made a point to have dinner with one of those leaders. His name is Johnny Yokoyama. It…

5 Things You Should Not Do in the Name of Customer Experience

I was asked recently to provide a couple (of what a reader called “See Spot Run”) blogs concerning must-have and must not do elements of a successful customer experience business. Dick, Jane, and Spot In case you aren’t familiar with the Spot referenced by the reader, he/she was a dog companion of Dick and Jane. Part of the…

Redesigning Process Improvement in the Age of AI & the Customer {Infographic}

As a customer experience designer, the end goal of all process improvement is to do more that will increase customer value and effectiveness. Every process improvement effort should seek to effectively add value to customers.  

Social Media Influencers and Your Customer Experience

Once upon a time, brands purchased advertisements which effectively influenced prospective buyers. In those days, consumers were at the mercy of advertising claims made across traditional outlets (e.g., network television, radio, newspapers, and magazines). Nowadays newspapers struggle to generate sufficient ad revenues to stay solvent, people TIVO past television commercials, and giants in radio like iHeartRadio…

The Future of Customer Experience Delivery

My crystal ball says winning experiences will deliver. I lay no claim to my prognostic ability, but when it comes to the future of customer experience delivery, I’m willing to venture an educated guess. I predict future retail wars will involve online brands (whose value proposition will be an expansive choice, “best pricing” and quick delivery)…

Business Sustainability Infographic

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Business Sustainability – Convenience, Speed, and Choice

In my house, we called it “Torture Us” as a synonym for Toys “R” Us! Goodbye Toys “R” Us and Hello Your Sustainability The name was our way of capturing the experience we had when we joined throngs of shoppers at Christmas looking for that understocked “must have” toy. Of course, there were those other…

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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