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Cutting-edge Service Technology Blended with a Human Service Culture [Infographic]

During my many visits to Singapore, I have been impressed with the cutting-edge technologies being developed and used to make routine service tasks more automated or to garner customer feedback. I have also been impressed by the general service mindset of the country’s people. For...

Cutting-edge Service Technology Blended with a Human Service Culture

“The Robots are Coming, the Robots are Coming” Cutting-edge Service Technology Blended with a Human Service Culture I have loved Singapore since the first time I visited more than a decade ago. In fact, back in 2014, I wrote the following: Guess how they are...

Optimal Customer Visioning [Infographic]

Over the past decade, I began using customer journey maps as a way to envision the optimal future customer experience. As part of SWOT analyses and other strategic planning activities or as a free-standing tool, I often work with leaders to not only see the current state...

Optimal Customer Visioning

If you read my blog with any frequency, you’ve likely seen one of my many posts on the do's and don’ts of customer journey mapping (e.g., Three Keys to Effective Customer Journey Mapping and What is Persona-Based Customer Journey Mapping?) Persona-based customer journey mapping is a...

Lessons from South African Entrepreneurs [Infographic]

As you may know, I work predominantly as a consultant to senior leaders in Fortune 500 companies but occasionally choose to participate in public or private events for entrepreneurs and small business owners. As a small business owner myself, I realize the importance of accessing...

The Agility of Ownership – Lessons from South African Entrepreneurs

This is the 3rd and final installment in my series on customer experience lessons I gained from a recent trip to Africa. The first two blogs involved insights from the African Bush and from the informal townships. As you may know, I work predominantly as a...

Customer Experience Lessons from South African Informal Townships [Infographic]

This is the second in a three-part series on customer experience lessons I learned from a recent South African trip. Last week, I shared insights gained from the African bush and this installment will feature the truths that emerged from time spent at an informal...

Customer Experience Lessons from Informal Townships [South Africa Part 2 of 3]

South Africa Part 2 of 3 – Customer Experience Lessons from Informal Townships This is the second in a three-part series on customer experience lessons I learned from a recent South African trip. Last week, I shared insights gained from the African bush and this...

Customer Experience Lessons from the African Bush [Infographic]

I recently spent time on a photo safari in the African bush hosted by a private big game reserve. I hope you will indulge me as I take this moment to share insights gained from my animal ranger and guide Silas. For over 23 years...

Customer Experience Lessons from the African Bush

Every morning I wake up with deep gratitude for the blessings in my life. In the past ten days, for example, I had the extreme honor of working with entrepreneurs in South Africa who are seeking to deliver branded customer experiences that will give their...

Extending Kindness for Generations to Come

I am proud to call the United States my home! So on a week in which we celebrate America’s birth, I thought I would share a slightly updated version of a post I wrote some time ago. I offer it in the hope that we'll...

Your Customer is Flawed but So Are YOU | The Gentle Side of Cognitive Bias

Dan Ariely, Professor of Psychology and Behavioral Economics at Duke University and author of the book Predictably Irrational is one of the premier experts on the mental glitches we all share. Dan describes these glitches or cognitive biases as “systematic (non-random) errors in thinking” which...

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