Trusting Your People [Infographic]
Customer experience is best defined as the perception of your customers based on all the interactions they have with your brand. Some of those perceptions extend beyond their direct interactions with you. Some people have suggested that when it comes to customer loyalty, it’s good to create service breakdowns that you can resolve well. I have…
Trusting Your People | Superpowering Your Customer Experience
Customer experience is best defined as the perception of your customers based on all the interactions they have with your brand. Some of those perceptions extend beyond their direct interactions with you. Take United Airlines, for example, my perception of the brand goes beyond the flights I have taken with them. It’s shaped by the experiences of…
Legendary Brand | What’s Your Story? [Infographic]
Brands that become legends produce experiences that turn into stories and leaders at those brands actively mine those stories to create spontaneous buzz or to produce lasting epic or signature stories. Many legendary stories emerge from those who have received extraordinary service while other stories can come from the founding of your business. Other brand…
Legendary Brand: What’s Your Story
I’m currently in Sydney, Australia, preparing to share insights with business leaders based on the strategy and tactics of legendary brands like Mercedes-Benz and Starbucks. For me, a legendary brand (often companies with whom I’ve worked and/or about whom I’ve written) is a company that is extraordinary on two levels: They consistently deliver elevated human experiences…
Cutting-edge Service Technology Blended with a Human Service Culture [Infographic]
During my many visits to Singapore, I have been impressed with the cutting-edge technologies being developed and used to make routine service tasks more automated or to garner customer feedback. I have also been impressed by the general service mindset of the country’s people. For me, the Singapore experience is inspiring and encourages me to…
Cutting-edge Service Technology Blended with a Human Service Culture
“The Robots are Coming, the Robots are Coming” Cutting-edge Service Technology Blended with a Human Service Culture I have loved Singapore since the first time I visited more than a decade ago. In fact, back in 2014, I wrote the following: Guess how they are listening to customers in Singapore. I am fresh off a…
Optimal Customer Visioning [Infographic]
Over the past decade, I began using customer journey maps as a way to envision the optimal future customer experience. As part of SWOT analyses and other strategic planning activities or as a free-standing tool, I often work with leaders to not only see the current state of their customer experience and their initiatives to drive incremental…
Lessons from South African Entrepreneurs [Infographic]
As you may know, I work predominantly as a consultant to senior leaders in Fortune 500 companies but occasionally choose to participate in public or private events for entrepreneurs and small business owners. As a small business owner myself, I realize the importance of accessing thought leaders who can help me with my business and…
The Agility of Ownership – Lessons from South African Entrepreneurs
This is the 3rd and final installment in my series on customer experience lessons I gained from a recent trip to Africa. The first two blogs involved insights from the African Bush and from the informal townships. As you may know, I work predominantly as a consultant to senior leaders in Fortune 500 companies but occasionally…
Customer Experience Lessons from South African Informal Townships [Infographic]
This is the second in a three-part series on customer experience lessons I learned from a recent South African trip. Last week, I shared insights gained from the African bush and this installment will feature the truths that emerged from time spent at an informal settlement. While doing a public event in Johannesburg, I met…
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