Convenience over Privacy? Paying Attention to Consumer Trends
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…
Inspiring Growth: Not Demanding It!
I have been on the road a lot lately, thanks to a combination of consulting, speaking, and the launch of my new book, The Airbnb Way. (Speaking of that book, we are sponsoring a 4 day, 3 night trip to San Francisco with a tour of Airbnb HQ. There is no purchase necessary so enter here and…
Customer Experience Excellence Requires Shared Communication Platforms
A few weeks ago, I wrote about organizational silos and their negative impact on seamless customer experiences. Apparently, I hit a raw nerve, as evidenced by a flood of responses from readers. Since I wrote that post Smartsheet (a solution provider that helps organizations streamline information sharing both internally and externally) announced their Achieve as One…
Starbucks Continues on the Journey to Customer Experience Excellence [Infographic]
When you bundle these five recent announcements together, you get a sense of Starbucks’ willingness to aggressively champion evolving customer experiences and streamlined service ecosystems. In my book, The Airbnb Way, I explore the growth mindset needed to be effective in customer experience (CX) today. CX success requires an understanding (as Marshall Goldsmith puts it) that…
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…
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…
How’s your growth mindset? The link between mindset and customer experience
Let me guess, Your children are above average, You have an outstanding sense-of-humor, Your business is delivering a remarkable customer experience, and You’re blessed with a growth mindset. You’re probably right when it comes to your kids and to your sense-of-humor. However, there might be room for improvement when it comes to your customer experience…
Legendary Brand: What’s Your Story
I’m currently in Sydney, Australia, preparing to share insights with business leaders based on the strategy and tactics of legendary brands like Mercedes-Benz and Starbucks. For me, a legendary brand (often companies with whom I’ve worked and/or about whom I’ve written) is a company that is extraordinary on two levels: They consistently deliver elevated human experiences…
Cutting-edge Service Technology Blended with a Human Service Culture
“The Robots are Coming, the Robots are Coming” Cutting-edge Service Technology Blended with a Human Service Culture I have loved Singapore since the first time I visited more than a decade ago. In fact, back in 2014, I wrote the following: Guess how they are listening to customers in Singapore. I am fresh off a…
Not All Customer Moments Are Created Equal | Building Memories When It Matters Most
If I asked you to tell me about a concert that you attended, my hunch is your story would either be of a recent event, a favorite concert, or a live-event debacle. I am not a gambler, but when it comes to predicting what is most salient in human memory, it’s a good bet to…
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