Imagine it is 2025 – How’s Your Customer Experience?
What will customers expect and encounter when they interact with you and your business in 2025? I know that the question is asking about a distant horizon line, but it wasn’t long ago that 2020 seemed like it was forever far away. As a consultant to Fortune 500 companies, I have had the privilege of…
The Art of Wrapping and Trimming Your Customer Experience | Put a Bow on It [INFOGRAPHIC]
For as many times as I have done it myself or experienced it, you’d think I would have made this connection much earlier. My newly emerging awareness involves the symbolic relationship between outstanding customer experience delivery and the practice of wrapping a personalized present and then putting a bow on it. May you have a…
The Art of Service Storytelling [Infographic]
American lawyer John E. Jones III is credited with saying, “What gets measured gets done, what gets measured and fed back gets done well, what gets rewarded gets repeated.” From my perspective, when it comes to customer experience excellence, what gets rewarded gets done and what gets talked about also gets done. After 25 years of consulting in what used to be called…
Convenience Over Privacy [Infographic]
I remember sitting with Mercedes-Benz executives a number of years ago to engage in a discussion of something I thought was revolutionary at the time. By way of background, Mercedes-Benz USA owned and operated a dealership in Manhattan, which leaders used as a “test and learn” lab for customer experience innovation. The discussion I am…
Convenience over Privacy? Paying Attention to Consumer Trends
I remember sitting with Mercedes-Benz executives a number of years ago to engage in a discussion of something I thought was revolutionary at the time. By way of background, Mercedes-Benz USA owned and operated a dealership in Manhattan, which leaders used as a “test and learn” lab for customer experience innovation. The discussion I am…
Customer Experience Excellence Requires Shared Communication Platforms
A few weeks ago, I wrote about organizational silos and their negative impact on seamless customer experiences. Apparently, I hit a raw nerve, as evidenced by a flood of responses from readers. Since I wrote that post Smartsheet (a solution provider that helps organizations streamline information sharing both internally and externally) announced their Achieve as One…
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…
Silos Do More than Hold Grain – They Hold Back Customer Experience Growth [Infographic]
I’m on the road this week working with clients in the Pacific Northwest and Canada on the cusp of the launch of my new book The Airbnb Way. (By the way, time is running out to receive a special pre-order offer on The Airbnb Way. You’ll need to order by October 6th to receive the…
Trusting Your People [Infographic]
Customer experience is best defined as the perception of your customers based on all the interactions they have with your brand. Some of those perceptions extend beyond their direct interactions with you. Some people have suggested that when it comes to customer loyalty, it’s good to create service breakdowns that you can resolve well. I have…
Trusting Your People | Superpowering Your Customer Experience
Customer experience is best defined as the perception of your customers based on all the interactions they have with your brand. Some of those perceptions extend beyond their direct interactions with you. Take United Airlines, for example, my perception of the brand goes beyond the flights I have taken with them. It’s shaped by the experiences of…
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