Lead People Not Technology: Interacting to Succeed
Recently an interviewer asked me a frustrating question, “Why are we constantly watching leaders on television who are boastful and self-serving?” My answer, “Because the leaders we see on television in the United States are predominantly politicians. Those politicians, be they Republican or Democrat, often place their political careers above the broader issues of the…
The Risk of Excellence: Avoiding Customer Experience Mediocrity
Some years ago, I had the good fortune of working on an article draft with John Timmerman and Curt Coffman. John is currently Executive Director of Digital Transformation at Gallup and Curt has co-authored perennial bestselling books like First Break All the Rules and Culture Eats Strategy for Lunch. The article we worked on together…
Not Just Fast: Understanding a Responsive Experience
As a customer experience consultant, I find myself working with leaders across the globe and across business sectors on some very familiar themes; needs fulfillment, customer effort reduction, surprise and delight, etc. Responsiveness One of those bedrock issues in daily consulting includes “responsiveness.” From my worldview, responsiveness is a make or break differentiator in all…
Leading with the GOOD: A must have for customer experience success
I am convinced that if you want to offer consistently outstanding customer experiences, you will need to align your organization around a fundamental belief. Namely, that “people are intrinsically good.” Philosophical and Practical Okay, this blog may seem a bit esoteric and in the purview of philosophers, not business leaders. We all know that philosophers,…
United Airlines: Big Data to the Rescue of the Passenger Experience?
It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. Here’s a walk down that pothole-riddled memory lane: January 22nd all domestic flights were grounded for 2.5 hours due to a problem with a computer system that provides technical information to pilots. February 8th…
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