Drive EQ to Improve CX and ROE [INFOGRAPHIC]

Let’s look at what can be done to enhance the success of CX (customer experience) efforts and your ROE (return on experience) investments. First and foremost, we should select people with high EQ (emotional intelligence) and/or develop the EQ of our existing team members. I...

Drive EQ to Improve CX & ROE [It’s Alphabet Soup Time]

I have long believed that CX (customer experience) is as much about perceived emotional value as it is about logical assessments of practical value. In other words, I think customers determine the quality of an experience based on the benefits and attributes of products or...

Customer Experience Wisdom from a 96-year-old Business Legend [Update]

Due to the recent passing of great customer experience hero Leah Chase, I would like to honor her by reposting this blog which originally published on February 19, 2019.  Few people have actively stewarded a restaurant’s success for over 70 years. So, when such a person...

Not All Customer Moments Are Created Equal [Infographic]

If I asked you to tell me about a concert that you attended, my hunch is your story would either be of a recent event, a favorite concert, or a live-event debacle. I am not a gambler, but when it comes to predicting what is...

Not All Customer Moments Are Created Equal | Building Memories When It Matters Most

If I asked you to tell me about a concert that you attended, my hunch is your story would either be of a recent event, a favorite concert, or a live-event debacle. I am not a gambler, but when it comes to predicting what is...

Lessons in Living and Serving Fully [Update]

In honor of Memorial Day and in celebration of all the veterans who have and continue to serve our country I’m reposting my account of running with Ernie Andrus, a World War II Navy Veteran. At that time Ernie was 92 years old and on...

Small-Town Lessons on Relationship and Business Reputation [Infographic]

In the 1960s and 1970s my small hometown of Florence, Colorado was comprised of, at most, 40 businesses. The 3,000 residents preferred to shop at those establishments unless a Florence merchant left them feeling their business was not appreciated or if the merchant didn’t authentically care...

Small-Town Lessons on Relationship and Business Reputation

Long ago in a galaxy far, far away...If I were to paraphrase the Star Wars opening, a long time ago was the 1960’s and 70’s and that far away galaxy was my small hometown of Florence, Colorado. The main street of Florence was comprised of,...

The Bar is High – Are you Letting your Products and Technology Down? [Infographic]

Even though I spend most of my career helping brands meld technology, products, process, and people into optimal customer experiences I must admit I can become “wide-eyed” with the speed and benefits of digital solutions. In my upcoming book about Airbnb (The Airbnb Way, available for...

Are you Letting your Products and Technology Down?

Even though I spend most of my career helping brands meld technology, products, process, and people into optimal customer experiences I must admit I can become “wide-eyed” with the speed and benefits of digital solutions. Take Starbucks’ deployment of Microsoft’s Azure technologies for example. Starbucks...

When the Customer Experience Goes Awry [Infographic]

Unfortunately, some leaders either don’t know they are imperfect, or they seek to fool consumers into thinking their businesses are flawless. In those environments, team members read the invisible handwriting on the wall and actively work to perpetuate the perfection myth (overlooking shortcomings, casting blame...

When the Customer Experience Goes Awry [Differentiation Through Service Recovery]

Forgive me for sounding braggadocious, but I AM PERFECTLY IMPERFECT! But then again so are you and so is your business. Unfortunately, some leaders either don’t know they are imperfect, or they seek to fool consumers into thinking their businesses are flawless. In those environments,...

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