Imagine it is 2025 – How’s Your Customer Experience?
What will customers expect and encounter when they interact with you and your business in 2025? I know that the question is asking about a distant horizon line, but it wasn’t long ago that 2020 seemed like it was forever far away. As a consultant to Fortune 500 companies, I have had the privilege of…
Slowing Down to Savor the Season – Unplugging to Connect!
In the spirit of living what I share in this blog, I have lightly modified a post from years gone by… About 28 years ago, I used to speak about managing the stress of the holidays. Those presentations were loosely based on the book Unplug the Christmas Machine: A Complete Guide to Putting Love and Joy…
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…
Put a Bow on It | The Art of Wrapping and Trimming Your Customer Experience
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. Allow me to explain……
Not All Customers are Jolly but Service Professionals SHOULD BE
The holiday season may bring out the best in humanity, but holiday shopping can also bring out the worst. We’ve all seen the “Black Friday Brawls” as shoppers play tug-of-war with the last doorbuster sale item and we’ve heard of “Cyber Grinches” who gobble up online deals for high-demand items only to resell them when…
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…
Winning this Holiday Season | The Art of Selling through Human Experience Creation
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.…
Create a Hostile Environment for the Ungrateful
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…
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