Month: June 2017

Customer Experience and Value Add: Make it Personal, Emotional, and Sensory

Being raised in an emotionally expressive Italian family, it’s no wonder that I’ve been attracted to the emotional side of business and the importance of “emotional value” in customer experience creation. Over the years, I’ve gravitated toward thought leaders who’ve echo my belief that “all business is personal” and to my view that “behind every…

Customer Experience Creation: Give ’em a Reason to Hire and Keep You

Would you eat at a restaurant where no human employees are present? Ten years ago I couldn’t have imagined I would ask such a question. Now, I am saying “yes” to that inquiry! Itsa Eatsa In case you missed it there is such a restaurant it is called Eatsa. Eatsa is touted as an “employee…

Customer Experience Speaker, Consultant, Author OR…A Robot

At first, I didn’t have the heart to place my various occupational titles in the search field. I was afraid I’d find I’d already been replaced. However, a wave of courage washed over me and I went boldly into the unknown. Whew…as an author I might be safe with a percentage just less than 4%.…

Service Delivered: Timeless Change!

Now, when it comes to customer service, home delivery (in keeping with the lyrics of a Peter Allen song) represents something “old,” which has been repurposed through digital technology, “to be new again.”

Lessons from a Young Leader

I’ve been a life-long student of leadership! Fortunately, I have worked with CEOs from some of the world’s most amazing companies – Mercedes-Benz, The Ritz-Carlton Hotel Company, Zappos, and Starbucks just to name a few. One of the things I’ve learned about leaders is that they come in all shapes and sizes – which prompts…

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