Month: August 2013

Courting, Dating, & Loving – A Customer Experience Journey?

Somewhere in our lifetime, most of us have run across Maslows’ hierarchical theory on human motivation (physiological, safety, belongingness and love, esteem, and self-actualization). It is within this framework that Maslow introduced the concepts of people asking Am I safe? before asking Am I loved? Chip Conley in his book Peak took a deep dive…

That Nonreplicable “Something Else”

We all know the saying: “Imitation is the sincerest form of flattery.” But, what does that actually mean for your company and the relationship you form with your customers? Well inevitably great business ideas will be duplicated, replicated and/or “borrowed.”  The upside of this reality is that overall products and services are improving as more…

Passion Drives Purchase

In my soon to be released book, Leading the Starbucks Way, I list “seven bold moves” Starbucks leaders identified to revitalize their business.  These “moves”  focused on leveraging strengths, exploring relevant innovation opportunities, and targeting process improvements. These seven objectives were to: 1. Be the undisputed coffee authority. 2. Engage and inspire partners. 3. Ignite…


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