It’s Not Just Moments-Of-Truth: It’s the End-To-End Experience
The findings of a powerful research study emerged in the Harvard Business Review late last year and it’s clear from the behavior of some companies I’ve visited recently that word has not been disseminated widely. The article was titled “The Truth About Customer Experience” and in it the authors Alex Rawson, Ewan Duncan, and Conor…
Segment Your Service Experiences!
Customers aren’t always right and they certainly aren’t equal, but…customers are always paying the bills! I am stuck by two groups of business leaders – those who treat customers as an after thought to profits or products and those that treat every customer equally. I have always ascribed to Peter Drucker’s adage that we are…
Experience Delivery = Quality Products + Service Excellence + Empathy
I am blessed to be attending the gala Singapore Experience Awards as a guest of the Singapore Tourism Board. I was asked earlier in the year to serve as a judge to help determine the best experience providers in Singapore. As you likely know, I am a fan of this uniquely special city/state and truly…
Becoming Known For Service Excellence – Aligning Who You Are With Who You Say You Are
I have often suggested that a measure of a person and of a brand is what people say about you when you are not around. Many customer voices are included throughout my book The Zappos Experience but it seems only fitting, given the innovative use of Twitter at Zappos, to share how some customers “tweet”…
Blessed are the Peacemakers. They will Experience Business Success!
Leadership guru Brian Tracy has been kind enough to endorse a number of my books and I have looked to him for wisdom throughout the years. One of my favorite quotes of Brian’s is “Set peace of mind as your highest goal, and organize your life around it.” The older I get the more value…
How Sorry Are You? Keys to Driving Satisfaction While Resolving Customer Issues
In addition to their products and services, I am a fan of Zendesk because they openly share pertinent customer experience information. Unlike others who report customer experience results, Zendesk’s data is not the byproduct of surveys but instead emerges from customer interactions with over 25,000 businesses in 140 countries. Here are some high level findings…
FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
