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…
The Bar is High – Are you Letting your Products and Technology Down? [Infographic]
Even though I spend most of my career helping brands meld technology, products, process, and people into optimal customer experiences I must admit I can become “wide-eyed” with the speed and benefits of digital solutions. In my upcoming book about Airbnb (The Airbnb Way, available for pre-order here), I share how to assure that you don’t…
Customer Experience Wisdom from a 96-year-old Business Legend
Few people have actively stewarded a restaurant’s success for over 70 years. So, when such a person speaks about customer experience, I take notice and listen. I suspect we all should. During my many visits to New Orleans, I’ve been fortunate to dine at the Dooky Chase Restaurant off of Orleans Ave. When I’ve visited, I…
Quickly Before the Year Ends – Deliver Convenience
This is my last blog post for 2018 as I hunker down in the homestretch of writing a book about Airbnb which will be published by McGraw-Hill in 2019. As I’ve been working with Airbnb, I’ve enjoyed the opportunity to focus on customer experience delivery in the context of the burgeoning sharing economy. While there…
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