Customer Experience Excellence Requires Shared Communication Platforms [Infographic]
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…
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…
Success is a Patient, Team Sport – Experiencing Collaboration The Airbnb Way [Infographic]
If you are someone who doesn’t like to wait, writing a book is not for you! This week my book, The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community and Belonging will be released! Given that I’ve written nine business books, The Airbnb Way was completed rather swiftly. Several of my prior…
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…
The Never-ending Journey to Customer Experience Excellence
There are some fairly subtle and under-the-radar changes taking place for a brand about which, I have written two books (The Starbucks Experience and Leading the Starbucks Way). Let’s quickly look at five of them and what each tells us about the adaptive course Starbucks is taking toward continued customer experience excellence. Removal of newspapers/replaced…
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…
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…
The Link Between Growth Mindset and Customer Experience [Infographic]
Ample studies have shown that business leaders frequently overestimate the quality of experiences they provide their customers when compared to the actual perception of those customers. As for growth mindset, if you become content in the belief you have one, you are likely on the way to losing it. As you may know, I am…
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…
Human Experience in A Technological World
My momma used to say, “If you can’t say something nice – don’t say anything at all.” That guidance has typically proven to be invaluable. Today, however, I am going to skate on the edge of mom’s wisdom. I will not name the villains in the story I am about to share, but I also…
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