Do Reward Programs Produce Loyalty? – Tips for Creating Incentives That Drive Business
In prehistoric days – before Starbucks had a loyalty program – I asked, then CEO Howard Schultz, why Starbucks didn’t incentivize repeat business. Essentially, he answered, “why would we decrease organic loyalty when high volume customers return 28 times a month and, in the process, diminish perceived product value.” Fast forward to the 2008 recession, and Starbucks…
Return on Experience – The Pot of Gold at the End of the CX Rainbow (Infographic)
In this week’s blog, I discussed a concept I refer to as ROE. Please refer back to the blog for more detail. Otherwise, this infographic captures Return On Experience (ROE) and research that demonstrates it.
Return on Experience – The Pot of Gold at the End of the CX Rainbow
Allow me to launch this new year with the Customer Experience (CX) wisdom of Harry Hynekamp. While working with Harry in his role as Director of Customer Experience for Mercedes-Benz USA, he noted: “If you think customer experience is a destination, you don’t understand the journey.” Since customer experience elevation (for internal and external customers)…
Leveraging Trends to Drive Business Success through Customer Experience
In last week’s post, I shared my appreciation for global customer experience research conducted by PwC. That post prompted me to think about all the organizations that invest time, money, and energy to capture insights that help us deliver improved customer experiences. I see my job as curating much of that research and sharing it…
Experiencing Collaboration The Airbnb Way
Success is a Patient, Team Sport – Experiencing Collaboration The Airbnb Way 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! The journey for this book began…
Customer Segments or Customer Need States?
Customer segments or customer need states? The answer is … both! It’s an important distinction in which I work with my clients to understand and leverage. It is the difference between creating experiences based on customer segmentation versus customer need states. To help make this distinction clear, I will use my son Andrew and myself…
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…
Customer Experience Research {Infographic}
I was fortunate to be an early adopter of Salesforce’s customer success solutions. It’s not my nature to be the first in the water when it comes to technology, but I was eager to shift from a clunky and expensive CRM to the Salesforce cloud. Through the years, I’ve also been blessed to present on behalf…
Customer Centricity | Infographic
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