Month: February 2013

Finding your Customer Experience Core!

Age actually can be a good thing! In my youth, I wanted to be “all things to all people” or at least “most things to most people.”   Slowly and sometimes painfully through my customer experience consulting career, I have aged (or as I like to call it – gained wisdom).  Particularly, as it relates…

The Couponing Experience – Are you overlooking it?

Are you a coupon clipper?  How about your customers? What role do coupons play in customer experiences?  Do they lead to commoditization or are they a component of interactive engagement? Enough with the questions lets look at the data on couponing. According to NCH (Marketing Services), the number of coupons distributed by consumer product goods…


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