Make it Technology-Aided and Human-Powered: Compassion in Action
Thank you for joining me for the second installment in the series “Make it Technology-Aided and Human-Powered.” This series provides tools to help you position your customer and employee experience for relevance in a COVID-19 and post-COVID-19 world. This installment is titled “Compassion in Action.” In my last post, I distinguished between compassion, empathy, and sympathy. I…
Make it Technology-Aided and Human-Powered: Be Compassionate
Thank you for joining me for this new series titled “Make it Technology-Aided and Human-Powered.” This series will provide tools to help you position your customer and employee experience for relevance in a COVID-19 and post-COVID-19 world. This installment is titled “Be Compassionate.” People are in love with technology these days, and well, they should be. It’s…
Better Than Normal | The Purposeful New Days
This is the second installment in a series titled “Better Than Normal – Designing Transformative Experiences,” which will provide tools to help you position your employee and customer experience for relevance in a COVID-19 and post-COVID-19 world. To be honest, I have been busier than I’ve ever been before during the pandemic, but in those rare…
The Changing World of Customer Experience [Infographic]
I’m convinced the pre-Socratic philosopher, Heraclitus happened upon an enduring truth when he said, “you can’t step into the same river twice.” I heard that quote when I was a freshman in college and it was the same year I’d read the classic book by M. Scott Peck titled The Road Less Traveled. In this…
Are Customers Getting Smarter than Business Leaders? [Infographic]
I’m a fan of both business leaders and customers. However, of the two groups, it seems that customers are winning when it comes to embracing change. As you look at your business’s ability to understand your customers and their journey with you, I welcome the opportunity to understand you and your needs: particularly, as you…
Are Customers Getting Smarter than Business Leaders? Hard Truths About Customer Experience!
I’m a fan of both business leaders and customers. However, of the two groups, it seems that customers are winning when it comes to embracing change. For example, the Walker Customers 2020 report compared business customers of 2020 with counterparts from research conducted in 2013. The study’s authors conclude business leaders are having a difficult…
The Art and Heart of Successful Human Experience Training [Infographic]
If you are one of those amazing people who read last week’s post and reached out in support of our Surprisingly Kind movement – Thank You! If you missed that post, you’ll get the gist soon – as I build on the surprisingly kind theme. The “Surprisingly Kind” movement is an effort to increase service…
The Art and Heart of Successful Human Experience Training | A Path Infrequently Traveled
If you are one of those amazing people who read last week’s post and reached out in support of our Surprisingly Kind movement – Thank You! If you missed that post, you’ll get the gist soon – as I build on the surprisingly kind theme. Quite frequently, my team and I are asked to develop…
Everything Matters When It Comes to First Impressions | Mastering Your Customer’s Arrival Experience
In my first of two books about Starbucks titled The Starbucks Experience, I posited a customer experience principle I referred to as “everything matters.” That concept prompted an Orlando Sentinel reviewer to offer a tongue in cheek criticism by noting “everything matters – that narrows it down, doesn’t it?” In The Starbucks Experience, I used…
How to Deliver Memorable Customer Experiences in a World Without Walls | 2020 and Beyond
If you happen to check-in on my blog posts regularly or read my books, you probably know I’m a fan of customer experience research conducted by PwC. For example, in my recent book The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, PwC kindly gave me permission to use…
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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
