Abundantly Moving Beyond Business Fear
Business Fear: Afraid of Being a Loving Business? Long ago I embraced an idea that has had a profound positive effect on my business and, in turn, has helped me be more effective in the way I guide customer experience and leadership efforts on behalf my clients. It is a simple distinction found in a…
Customer Loyalty is Not the Same as Repeat Business
A Loyalty Program Doesn’t Loyalty Make – Repeat Business Is NOT The Grand Prize For clients with whom I have helped create loyalty programs, I am quick to make a somewhat unpopular set of distinctions between repeat business and customer loyalty. Given the confusion that abounds between loyalty and repeat business, I thought I would…
Redesigning Process Improvement in the Age of AI & the Customer {Infographic}
As a customer experience designer, the end goal of all process improvement is to do more that will increase customer value and effectiveness. Every process improvement effort should seek to effectively add value to customers.
The Age of AI & the Customer
Redesigning Process Improvement in the Age of AI & the Customer Long ago you could win in business if you had standardized processes and your competition did not. In essence, if you standardized your processes, you maximized efficiencies and drove consistency into your product creation and service delivery. Those standardization benefits are best exemplified by…
The Future of Customer Experience Delivery
My crystal ball says winning experiences will deliver. I lay no claim to my prognostic ability, but when it comes to the future of customer experience delivery, I’m willing to venture an educated guess. I predict future retail wars will involve online brands (whose value proposition will be an expansive choice, “best pricing” and quick delivery)…
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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
