Human Performance

How to drive your brand voice through your customer experience

Recently, I’ve been working with a group of entrepreneurs to help them drive a branded customer experience at each of their businesses. In prior working sessions, those leaders and I defined the optimal customer experience in the context of their respective mission, vision, and values. We also clarified brand personality, looked at core customer segments,…

Quickly Before the Year Ends – Deliver Convenience

This is my last blog post for 2018 as I hunker down in the homestretch of writing a book about Airbnb which will be published by McGraw-Hill in 2019. As I’ve been working with Airbnb, I’ve enjoyed the opportunity to focus on customer experience delivery in the context of the burgeoning sharing economy. While there…

The Laws of Brand Storytelling – Delivering your Brand in Moments and Memories

The Native American Hopi tribe have a saying that goes, “Those who tell the stories rule the world.”  Storytellers certainly have been a powerful force throughout history and may even be more important today thanks to the amplification of their messages through the internet. While I love the Hopi saying, I have taken storytelling license…

Taking Flight with Big Data | Part 2 of 3 {Infographic}

As you will recall, we are in the 2nd of a 3-part series highlighting, of all things, an airport. (If you missed last week’s post, you can find it here). That airport is CVG (Cincinnati/Northern Kentucky International Airport), a place where leaders have partnered in innovative ways to use technology to collect passenger data for…

Catching Great Leadership Skills

Leadership skills learned from a great leader At a time in history when political leaders often polarize, I’ve been blessed to work with community and business leaders who unite, empower, and transform. A couple of weeks ago I made a point to have dinner with one of those leaders. His name is Johnny Yokoyama. It…

5 Things You Should Not Do in the Name of Customer Experience

I was asked recently to provide a couple (of what a reader called “See Spot Run”) blogs concerning must-have and must not do elements of a successful customer experience business. Dick, Jane, and Spot In case you aren’t familiar with the Spot referenced by the reader, he/she was a dog companion of Dick and Jane. Part of the…

Redesigning Process Improvement in the Age of AI & the Customer {Infographic}

As a customer experience designer, the end goal of all process improvement is to do more that will increase customer value and effectiveness. Every process improvement effort should seek to effectively add value to customers.  

Social Media Influencers and Your Customer Experience

Once upon a time, brands purchased advertisements which effectively influenced prospective buyers. In those days, consumers were at the mercy of advertising claims made across traditional outlets (e.g., network television, radio, newspapers, and magazines). Nowadays newspapers struggle to generate sufficient ad revenues to stay solvent, people TIVO past television commercials, and giants in radio like iHeartRadio…

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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article