Experiencing Collaboration The Airbnb Way
Success is a Patient, Team Sport – Experiencing Collaboration The Airbnb Way If you are someone who doesn’t like to wait, writing a book is not for you! This week my book, The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community and Belonging will be released! The journey for this book began…
Starbucks Continues on the Journey to Customer Experience Excellence [Infographic]
When you bundle these five recent announcements together, you get a sense of Starbucks’ willingness to aggressively champion evolving customer experiences and streamlined service ecosystems. In my book, The Airbnb Way, I explore the growth mindset needed to be effective in customer experience (CX) today. CX success requires an understanding (as Marshall Goldsmith puts it) that…
Silos Do More than Hold Grain – They Hold Back Customer Experience Growth [Infographic]
I’m on the road this week working with clients in the Pacific Northwest and Canada on the cusp of the launch of my new book The Airbnb Way. (By the way, time is running out to receive a special pre-order offer on The Airbnb Way. You’ll need to order by October 6th to receive the…
Silos Do More than Hold Grain – They Hold Back Customer Experience Growth
I’m on the road this week working with clients in the Pacific Northwest and Canada on the cusp of the launch of my new book The Airbnb Way. (By the way, time is running out to receive a special pre-order offer on The Airbnb Way. You’ll need to order by October 6th to receive the…
How to make EVERY DAY Customer Experience Day
October 1st is Customer Experience (CX) Day! Quite frankly, I think every day should be CX day – meaning that each day we should strive to deliver the best possible experience for our internal (team members) and our external (paying) customers. CX day wasn’t on the radar when I first started my career in what…
How Would You Answer These Customer Experience Questions [Infographic]
I am on a media tour in the pre-launch phase of my new book The Airbnb Way (you can get a special pre-order offer on that book by using the code THANKS here). During this process, I’ve collected some of my favorite questions being asked by bloggers, podcasters, and journalists. I’ll share a couple of those…
The Benefits of Examination | How Would You Answer these Customer Experience Questions
I am on a media tour in the pre-launch phase of my new book The Airbnb Way (you can get a special pre-order offer on that book by using the code THANKS here). During this process, I’ve collected some of my favorite questions being asked by bloggers, podcasters, and journalists. I’ll share a couple of those…
Human Experience in A Technological World
My momma used to say, “If you can’t say something nice – don’t say anything at all.” That guidance has typically proven to be invaluable. Today, however, I am going to skate on the edge of mom’s wisdom. I will not name the villains in the story I am about to share, but I also…
Customer Segments or Customer Needs States [Infographic]
Customer segments or customer need states? The answer is … both! It’s an important distinction in which I work with my clients to understand and leverage. To help make this distinction clear, I will use my son Andrew and myself as examples. I would love to hear about your efforts to understand your core customer segments.…
Customer Segments or Customer Need States?
Customer segments or customer need states? The answer is … both! It’s an important distinction in which I work with my clients to understand and leverage. It is the difference between creating experiences based on customer segmentation versus customer need states. To help make this distinction clear, I will use my son Andrew and myself…
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