How to Deliver Memorable Customer Experiences in a World Without Walls [Infographic]
If you happen to check-in on my blog posts regularly or read my books, you probably know I’m a fan of customer experience research conducted by PwC. For example, in my recent book The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, PwC kindly gave me permission to use…
Looking Back, Letting Go, and Moving Forward [Infographic]
As I was readying for a new year of blog posts, I looked back to past articles and decided to expand on a prioritization theme that I touched on as the calendar moved from 2017 to 2018. I personally look forward to a balanced year providing keynotes, workshops, and strategic consultation to leaders like yourself.…
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 Selling through Human Experience Creation [Infographic]
The next few weeks will be “make or break” for retailers. With more shopping occurring online (particularly through mobile devices), brick and mortar retailers are looking for ways to get people to leap from their couches and into their stores. For example, traditional retailers like Saks are creating multichannel experiences for Frozen 2 holiday window…
Create a Hostile Environment for the Ungrateful [Infographic]
I often consult with leaders who are trying to develop human-centric cultures. In the context of that work, I have shared my view that it’s essential to make it easy for compassionate and caring people to stay with your business and also to make it easy for ungrateful and scarcity-minded people to find employment elsewhere.…
Artificial + Human Intelligence Experience Success [Infographic]
Artificial intelligence that enables tailored messaging and product offerings will play big this holiday season, but so too will human intelligence that guides truly personal interactions. I would love to hear how you are blending the best of technologies like artificial intelligence (as it relates to service speed, ease of use, reliability, and personalization) along…
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…
Inspiring Growth: Not Demanding It [Infographic]
I have been on the road a lot lately, thanks to a combination of consulting, speaking, and the launch of my new book, The Airbnb Way. (Speaking of that book, we are sponsoring a 4 day, 3 night trip to San Francisco with a tour of Airbnb HQ. There is no purchase necessary so enter here and…
Customer Experience Excellence Requires Shared Communication Platforms [Infographic]
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…
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The Starbucks Experience: Leadership Tips eBook
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