The ABCs of PCT and Its Critical Role in Outstanding Customer Experiences
Long ago I received my Ph.D. in clinical psychology with an emphasis in dynamic, interactive human systems like married couples, families, and businesses. Along that educational journey, I was exposed to many theorists and various models of human motivation and perception (operant and classical conditioning, needs hierarchies, etc.). One organizing concept has proven to have…
All Business is Personal – Consistency with a Twist
Dating back to my early work with Starbucks, (reflected in my first book about the global coffee leader titled – The Starbucks Experience), I have been asserting that ALL BUSINESS IS PERSONAL. I often note that the next customer might be your 50th routine interaction of the day but for them, the contact will likely…
It’s Viral, It’s Video Storytelling – Live Visuals Rule
For a period in human history, all we had were spoken words. Later we learned to communicate through written symbols and today it seems the most preferred communication medium is words shared through video. Great customer experience brands are not only “visual storytellers” but they are supporting their customers as those brand loyalists visually communicate…
Are You Up for the Human/Tech Challenge?
I’m convinced that the new customer experience leadership challenge will be … (drum roll please) … integrating human and technology based service. I refer to this opportunity as the human/tech challenge. That challenge involves leveraging technology for efficiency while integrating it with the warmth of human service delivery. In my opinion, your future success will hinge,…
FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
