Customer Experience Speaker, Consultant, Author OR…A Robot
At first, I didn’t have the heart to place my various occupational titles in the search field. I was afraid I’d find I’d already been replaced. However, a wave of courage washed over me and I went boldly into the unknown. Whew…as an author I might be safe with a percentage just less than 4%.…
Service Delivered: Timeless Change!
Now, when it comes to customer service, home delivery (in keeping with the lyrics of a Peter Allen song) represents something “old,” which has been repurposed through digital technology, “to be new again.”
Looking Beyond the OBVIOUS: Spotting Customer Experience SUBTLETIES
It doesn’t take a rocket scientist to identify the obvious trend away from brick and mortar in favor of online purchasing. Store closings, layoffs, and predictions of doom haunt many traditional retailers such as the Sears Holding Corporation (parent entity for both Sears and Kmart and an employer of 140,000 people). In a recent SEC filing…
Choosing Where to Invest In Customer Experience Innovation: The Art of Tradeoffs
When asked if customers would like to have more exciting products, faster delivery, lower prices, OR friendlier service, the answer is always YES. The challenge of customer experience excellence isn’t whether to improve products, people, process, or technology. The challenge is to identify which product, process or technology improvement will produce the greatest benefits for…
FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
