Customer Experience

A Blast from the Past! {Infographic}

Back in 2013 I read a report by customer experience research and consulting group Walker, titled Customer 2020. I remember thinking that 2020 sounded like a year ominously far away and that the study’s conclusions were futuristic and almost otherworldly. Now that we have entered 2019, I’d give Walker an A for prediction accuracy. They…

The 3 Ps of Customer Experience Excellence

It seems like pre-historic times. The year was 2013, and I emerged from my cave having just read a report by customer experience research and consulting group Walker, titled Customer 2020. I remember thinking that 2020 sounded like a year ominously far away and that the study’s conclusions were futuristic and almost otherworldly. Let’s travel…

Making Magic for Customers in 2019 {Infographic}

Let’s learn from Airbnb, Disney, and The Ritz-Carlton to make magical experiences for your customers in 2019.    

Making Magic for Customers in 2019

As 2018 was coming to an end, I was completing the first draft of my new book about Airbnb and about the guest experience delivered by Airbnb’s host community (I’ll share more about that McGraw-Hill book as we get closer to publication). Airbnb and Walt Disney In the process of working on the book, I…

Deliver Convenience Before the Year Ends {Infographic}

As I’ve been working with Airbnb, I’ve enjoyed the opportunity to focus on customer experience delivery in the context of the burgeoning sharing economy. While there are vast differences between guest experience excellence at The Ritz-Carlton Hotel Company (the focus of my book The New Gold Standard) and what is needed to create a memorable…

Quickly Before the Year Ends – Deliver Convenience

This is my last blog post for 2018 as I hunker down in the homestretch of writing a book about Airbnb which will be published by McGraw-Hill in 2019. As I’ve been working with Airbnb, I’ve enjoyed the opportunity to focus on customer experience delivery in the context of the burgeoning sharing economy. While there…

When Customers Aren’t Jolly: 7 Tips for Managing Customer Complaints During the Holiday Season {Infographic}

The holiday season may bring out the best in humanity but holiday shopping can also bring out the worst. We’ve all seen the “Black Friday Brawls” as shoppers play tug-of-war with the last doorbuster sales item. No matter your business, people can become – let’s call it – frayed this time of year. So here…

7 Tips for Managing Customer Complaints and Stress This Holiday Season

It’s crunch time for retail! The holiday season may bring out the best in humanity but holiday shopping can also bring out the worst. We’ve all seen the “Black Friday Brawls” as shoppers play tug-of-war with the last doorbuster sales item. No matter your business, people can become – let’s call it – frayed this…

7.8 Billion on Cyber Monday of Cyber Week – Is Brick and Mortar Retail Dead?

It’s the holiday season 2018, that peaceful time of the year when we focus on the most important things in life – being with family, celebrating faith traditions, entertaining friends, and relaxing – wait I must be under the influence of eggnog. Let’s try that again… It’s the holiday season 2018, where Cyber Monday broke…

Two Magic Words {Infographic}

Thank you for sharing one of your most valuable resources – your time. Let’s do a quick recap of the science of appreciating customers and then get down to business.

FREE RESOURCES

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