Month: May 2011

Back from Sabbatical:Product OR Experience?

It is terrific to be back from my “blogging sabbatical!” During my absence, I have been blessed with the opportunity to complete two customer experience book projects. Both books will be published this year by McGraw-Hill (one about UCLA and one about Zappos). In fact, the first Prescription for Excellence will be released on May…


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