Everything Matters When It Comes to First Impressions [Infographic]
In my first of two books about Starbucks titled The Starbucks Experience, I posited a customer experience principle I referred to as “everything matters.” That concept prompted an Orlando Sentinel reviewer to offer a tongue in cheek criticism by noting “everything matters – that narrows it down, doesn’t it?” Certainly, no leader can drive perfection…
Leveraging Trends to Drive Business Success through Customer Experience
In last week’s post, I shared my appreciation for global customer experience research conducted by PwC. That post prompted me to think about all the organizations that invest time, money, and energy to capture insights that help us deliver improved customer experiences. I see my job as curating much of that research and sharing it…
How to Deliver Memorable Customer Experiences in a World Without Walls | 2020 and Beyond
If you happen to check-in on my blog posts regularly or read my books, you probably know I’m a fan of customer experience research conducted by PwC. For example, in my recent book The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, PwC kindly gave me permission to use…
Looking Back, Letting Go, and Moving Forward [Infographic]
As I was readying for a new year of blog posts, I looked back to past articles and decided to expand on a prioritization theme that I touched on as the calendar moved from 2017 to 2018. I personally look forward to a balanced year providing keynotes, workshops, and strategic consultation to leaders like yourself.…
Prioritization – Looking Back, Letting Go, and Moving Forward
As I was readying for a new year of blog posts, I looked back to past articles and decided to expand on a prioritization theme that I touched on as the calendar moved from 2017 to 2018. With two more years perspective, I am increasingly convinced that the proliferation of choice (for consumers and business…
Imagine it is 2025 – How’s Your Customer Experience?
What will customers expect and encounter when they interact with you and your business in 2025? I know that the question is asking about a distant horizon line, but it wasn’t long ago that 2020 seemed like it was forever far away. As a consultant to Fortune 500 companies, I have had the privilege of…
Slowing Down to Savor the Season – Unplugging to Connect!
In the spirit of living what I share in this blog, I have lightly modified a post from years gone by… About 28 years ago, I used to speak about managing the stress of the holidays. Those presentations were loosely based on the book Unplug the Christmas Machine: A Complete Guide to Putting Love and Joy…
Put a Bow on It | The Art of Wrapping and Trimming Your Customer Experience
For as many times as I have done it myself or experienced it, you’d think I would have made this connection much earlier. My newly emerging awareness involves the symbolic relationship between outstanding customer experience delivery and the practice of wrapping a personalized present and then putting a bow on it. Allow me to explain……
Create a Hostile Environment for the Ungrateful [Infographic]
I often consult with leaders who are trying to develop human-centric cultures. In the context of that work, I have shared my view that it’s essential to make it easy for compassionate and caring people to stay with your business and also to make it easy for ungrateful and scarcity-minded people to find employment elsewhere.…
Convenience Over Privacy [Infographic]
I remember sitting with Mercedes-Benz executives a number of years ago to engage in a discussion of something I thought was revolutionary at the time. By way of background, Mercedes-Benz USA owned and operated a dealership in Manhattan, which leaders used as a “test and learn” lab for customer experience innovation. The discussion I am…
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