Month: July 2016

Make the Experience Faster and More Personal

I have been involved with Starbucks since 2004, beginning with initial research I conducted for my first of two books about them (The Starbucks Experience). During my more than a decade relationship with the brand, I’ve never ceased to be amazed by the commitment of Starbucks leaders when it comes to continuous improvement for both the customer…

Pokémon Go: How to Launch Experiences that Maximize Technology and Social Interaction

Let me guess, you’d like your prospective customers to learn about your products or services WITHOUT you having to invest a bundle of money in marketing! Hmm…let’s think about a recent product launch that fits that description. How about learning from the makers of Pokémon Go? Days before it’s release, millions of posts began to…

Show Me the Money: The Why of Customer Experience Excellence

It sounds like a good idea. Striving to deliver great customer experiences intuitively seems like smart business, doesn’t it? Intuition, unfortunately, doesn’t necessarily pay the bills! So should you invest money in programs designed to improve the engagement and loyalty of your customers? If so, where should you invest for the greatest return? One need only look…

Brand Independence Day: Staying in the Black from One of the Men in Black

While I have many mentors when it comes to business success, branding, and customer experience delivery, seldom do I look to actors or actresses to give me wisdom in these areas. Recently, however, I was taken aback by the succinct and powerful branding perspective offered by Will Smith. Will Smith started his career as a rapper in the…

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