Silos Do More than Hold Grain – They Hold Back Customer Experience Growth [Infographic]
I’m on the road this week working with clients in the Pacific Northwest and Canada on the cusp of the launch of my new book The Airbnb Way. (By the way, time is running out to receive a special pre-order offer on The Airbnb Way. You’ll need to order by October 6th to receive the…
Silos Do More than Hold Grain – They Hold Back Customer Experience Growth
I’m on the road this week working with clients in the Pacific Northwest and Canada on the cusp of the launch of my new book The Airbnb Way. (By the way, time is running out to receive a special pre-order offer on The Airbnb Way. You’ll need to order by October 6th to receive the…
How to make EVERY DAY Customer Experience Day
October 1st is Customer Experience (CX) Day! Quite frankly, I think every day should be CX day – meaning that each day we should strive to deliver the best possible experience for our internal (team members) and our external (paying) customers. CX day wasn’t on the radar when I first started my career in what…
How Would You Answer These Customer Experience Questions [Infographic]
I am on a media tour in the pre-launch phase of my new book The Airbnb Way (you can get a special pre-order offer on that book by using the code THANKS here). During this process, I’ve collected some of my favorite questions being asked by bloggers, podcasters, and journalists. I’ll share a couple of those…
The Benefits of Examination | How Would You Answer these Customer Experience Questions
I am on a media tour in the pre-launch phase of my new book The Airbnb Way (you can get a special pre-order offer on that book by using the code THANKS here). During this process, I’ve collected some of my favorite questions being asked by bloggers, podcasters, and journalists. I’ll share a couple of those…
Customer Segments or Customer Needs States [Infographic]
Customer segments or customer need states? The answer is … both! It’s an important distinction in which I work with my clients to understand and leverage. To help make this distinction clear, I will use my son Andrew and myself as examples. I would love to hear about your efforts to understand your core customer segments.…
Customer Segments or Customer Need States?
Customer segments or customer need states? The answer is … both! It’s an important distinction in which I work with my clients to understand and leverage. It is the difference between creating experiences based on customer segmentation versus customer need states. To help make this distinction clear, I will use my son Andrew and myself…
Trusting Your People [Infographic]
Customer experience is best defined as the perception of your customers based on all the interactions they have with your brand. Some of those perceptions extend beyond their direct interactions with you. Some people have suggested that when it comes to customer loyalty, it’s good to create service breakdowns that you can resolve well. I have…
Trusting Your People | Superpowering Your Customer Experience
Customer experience is best defined as the perception of your customers based on all the interactions they have with your brand. Some of those perceptions extend beyond their direct interactions with you. Take United Airlines, for example, my perception of the brand goes beyond the flights I have taken with them. It’s shaped by the experiences of…
Legendary Brand | What’s Your Story? [Infographic]
Brands that become legends produce experiences that turn into stories and leaders at those brands actively mine those stories to create spontaneous buzz or to produce lasting epic or signature stories. Many legendary stories emerge from those who have received extraordinary service while other stories can come from the founding of your business. Other brand…
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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
