Thanks for the Complaint – 4 Tips for Jaw-Dropping Customer Experience Fixes (Infographic)
In this week’s blog, I discuss ways to respond to complaints in order to elevate customer experiences. Please refer back to the blog for more detail. Otherwise, this infographic visually highlights the content of the blog.
Do Reward Programs Produce Loyalty? – Tips for Creating Incentives That Drive Business (Infographic)
In this week’s blog, I discussed distinctions between customer loyalty and a rewards program. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes those distinctions and offers tips for building a successful customer incentive program. For more information please reach out to me using the contact tab.
VUCA, Coronavirus, and Tools for Human Experience Leadership [Infographic]
For years now, I have been equating leadership with managing in a VUCA world. During my work on training development at Mercedes-Benz, the company established a cadence of leadership training modules that focused on managing volatility, uncertainty, complexity, and ambiguity by first leading oneself, then leading teams, and finally leading the organization. If my team…
Listening and Leading Customer Experience in Uncertain Times [Infographic]
I’m in the throes of difficult planning sessions with clients as they seek to communicate with and ready themselves to care for their team members and customers in a time of heightened uncertainty associated with the coronavirus. For some clients, these conversations revolve around possible disruptions in a supply chain; for others, it takes the…
The Changing World of Customer Experience [Infographic]
I’m convinced the pre-Socratic philosopher, Heraclitus happened upon an enduring truth when he said, “you can’t step into the same river twice.” I heard that quote when I was a freshman in college and it was the same year I’d read the classic book by M. Scott Peck titled The Road Less Traveled. In this…
Are Customers Getting Smarter than Business Leaders? [Infographic]
I’m a fan of both business leaders and customers. However, of the two groups, it seems that customers are winning when it comes to embracing change. As you look at your business’s ability to understand your customers and their journey with you, I welcome the opportunity to understand you and your needs: particularly, as you…
The Art and Heart of Successful Human Experience Training [Infographic]
If you are one of those amazing people who read last week’s post and reached out in support of our Surprisingly Kind movement – Thank You! If you missed that post, you’ll get the gist soon – as I build on the surprisingly kind theme. The “Surprisingly Kind” movement is an effort to increase service…
Surprisingly Kind [Infographic] | Starting a Movement for Customer Experience and Beyond
I learned long ago that when multiple forces in the universe point in the same direction, you should probably pay attention. So, this is what has captured my attention these days – it’s a kindness movement. We are calling the movement “surprisingly kind,” and it’s a term that I heard used for the first time…
Everything Matters When It Comes to First Impressions [Infographic]
In my first of two books about Starbucks titled The Starbucks Experience, I posited a customer experience principle I referred to as “everything matters.” That concept prompted an Orlando Sentinel reviewer to offer a tongue in cheek criticism by noting “everything matters – that narrows it down, doesn’t it?” Certainly, no leader can drive perfection…
Leveraging Trends to Drive Business Success through Customer Experience [Infographic]
In last week’s post, I shared my appreciation for global customer experience research conducted by PwC. That post prompted me to think about all the organizations that invest time, money, and energy to capture insights that help us deliver improved customer experiences. I see my job as curating much of that research and sharing it…
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