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,...

For the Love of Mike (and all the others you serve) – Close the Loop! {Infographic}

The phrase “for the love of Mike” has a colorful Irish backstory wherein exasperation and frustration were redirected from God to Mick (or Mike). I am exasperated with a particular human experience shortcoming that I see demonstrated over and over again. Since I don’t think...

For All Those You Serve Close the Loop

For the Love of Mike (and all the others you serve) – Close the Loop! The phrase “for the love of Mike” has a colorful Irish backstory wherein exasperation and frustration were redirected from God to Mick (or Mike). I am exasperated with a particular...

Where will your customers land? {Infographic}

I am always on the lookout for extraordinary customer experiences and sadly they are proportionally akin to the story of the princess and the frog – there are few princes and a lot of frogs.

Rolling through the Highs and Lows | Where will your Customers Land?

I am always on the lookout for extraordinary customer experiences and sadly they are proportionally akin to the story of the princess and the frog – there are few princes and a lot of frogs. The other day, I encountered, count them, not one but...

5 Things Not to Do in Your Journey to Customer Experience Excellence {Infographic}

Raise your hand if you remember the radio or television police drama Dragnet. For the rest of you here’s a link from the History Channel. I reference Dragnet so that I can borrow one of the many signature lines from the show, “Only the names have been...

5 Things Not To Do in Your Journey to Customer Experience Excellence

Raise your hand if you remember the radio or television police drama Dragnet. For the rest of you here’s a link from the History Channel. I reference Dragnet, so that I can borrow one of the many signature lines from the show, “Only the names have been...

Your Customer Journey Map is Probably Not Enough {Infographic}

For my father’s generation (and to a considerable extent, my generation as well) businesses set rigid processes and customers endured them. In my small town, we had only one new car dealer, so if you wanted a new truck, you went through an absurd sales...

Your Customer Journey Map is Probably Not Enough

Once upon a time, many business leaders built their companies almost exclusively to achieve operational excellence – even if that meant customers were inconvenienced. For my father’s generation (and to a considerable extent, my generation as well) businesses set rigid processes and customers endured them....

7+ Super Useful Tools for Improving Website Engagement {Guest Post}

Guest post by Jason Grills. In the last decade, we’ve witnessed an unprecedented expansion in the number of websites on the internet due to increased accessibility for everyone. As estimated by Internet Live Stats the number of websites on the Internet has grown by 60% over...

How to Write a Compelling Story Hook {Infographic}

I like to say all stories can have a hook; however, all too often the storyteller fails to examine the story from all the angles needed to discover it.

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