When It Matters Most: Customer Experience With the Fury of a Hurricane
Despite all of the great accomplishments achieved by women and men, we have yet to match the raw force of nature fully. I was reminded of this when I met Hurricane Irma this week shielded from her wrath only by stone, glass, and metal. Blessed in a Storm On balance I was lucky (as were…
Shedding Your Implicit Bias: It’s Time for Design Thinking
Isn’t the world amazing! Despite the recent floods, nuclear tension, and political divide in the United States, I continue to be in wonder of the kindness and compassion demonstrated by absolute strangers to flood victims. I also marvel at the way so many people graciously navigate the underlying tensions of our time and find common…
Leading with the GOOD: A must have for customer experience success
I am convinced that if you want to offer consistently outstanding customer experiences, you will need to align your organization around a fundamental belief. Namely, that “people are intrinsically good.” Philosophical and Practical Okay, this blog may seem a bit esoteric and in the purview of philosophers, not business leaders. We all know that philosophers,…
United Airlines: Big Data to the Rescue of the Passenger Experience?
It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. Here’s a walk down that pothole-riddled memory lane: January 22nd all domestic flights were grounded for 2.5 hours due to a problem with a computer system that provides technical information to pilots. February 8th…
Guilt or Greatness? Associations that Affect Customer Perception
When I was a kid, one of my mother’s favorite “mom-isms” was…tell me who you run around with and I will tell you what you are. Like many of my mom’s seemingly esoteric pearls of wisdom, that phrase was probably lost on me in my youth. Today, however, I understand the power of associations –…
Differentiation Strategy: Flying on Segmentation, Experience Design, & Relevant Messaging
There must be something wrong with me. I am generally content with my airline experiences and I have a lot of them. I’ve also been willing to forgive many of the service breakdowns I’ve experienced as a traveler – as long as I can get to my venue safely and in advance of the time…
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