Month: December 2016

Customer Resolution 2017 – Perfect Experiences

I am proud to say that Horst Shultze, the founder of the modern-day Ritz-Carlton Hotel Company, has been a mentor. One day, I was asking Horst about a client of mine that was struggling to engage customers. As I presented the challenge to Horst, I explained the efforts the company’s leaders had exerted to, “improve…

Do’s and Don’ts for a Human and Humane Holiday Experience

Over twenty-five years ago I used to speak about managing the stress of the holidays. Those speeches were loosely based on the book Unplug the Christmas Machine: A Complete Guide to Putting Love and Joy Back into the Season. In it the authors, Jo Robinson and Jean Staeheli, essentially focused on four main themes: Prioritize…

As A Speaker Don’t Try To Be Purrficct {Guest Post by Bill Lampton, Ph.D.}

{This is a guest post from Bill Lampton, Ph.D.} Yes, I misspelled perfect because I wanted you to see that it’s OK to make a mistake. You still knew what I meant, didn’t you? Now the good news is that audiences will get what you mean and understand you clearly even though you make a bobble…

It’s Not Easy Enough: Simplifying the Experience

If you are old like me, you will remember a time when there wasn’t an express checkout line at grocery stores. If you are somewhat younger, you might remember the days before self-checkout lanes were available. This generation of young people will likely tell future generations that they lived in an era when some people…

Nailing the Numbers – Your Future Equals Your Customer Experience

I’ll admit it, as a customer experience consultant I have a tendency to see improving customer experience as a cure for all business ills. As the saying goes, if you have a hammer everything looks like nails. Over time, I have come to concede that product development, finance, and other business disciplines are equally essential…

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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