Month: August 2010

How to Deliver Service plus Chocolate!

Having recently consulted or spoken in 6 countries in less than 30 days (ranging from Bolivia to Hong Kong), I keep facing questions that center around the distinction between operationally consistent service and emotionally-engaging customer experiences.  While I’m not convinced that these two service approaches need to be mutually exclusive, I do know that without…

5 Categories of Customer Preferences You Should Know

While recently consulting with a client about ways to determine customer preferences, I had a random neuronal firing and from the deep recesses of my brain I recalled the work of Professor Noriaki Kano. In the 1980’s Dr. Kano, known for creating the Kano model, differentiated between 5 groups of customer preferences. As best I…


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