Customer Experience Lessons from Informal Townships [South Africa Part 2 of 3]
South Africa Part 2 of 3 – Customer Experience Lessons from Informal Townships 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…
Customer Experience Lessons from the African Bush [Infographic]
I recently spent time on a photo safari in the African bush hosted by a private big game reserve. I hope you will indulge me as I take this moment to share insights gained from my animal ranger and guide Silas. For over 23 years Silas has worked on the reserve I was lucky enough…
Customer Experience Lessons from the African Bush
Every morning I wake up with deep gratitude for the blessings in my life. In the past ten days, for example, I had the extreme honor of working with entrepreneurs in South Africa who are seeking to deliver branded customer experiences that will give their businesses a competitive advantage. Across three days of presentations, I…
Extending Kindness for Generations to Come
I am proud to call the United States my home! So on a week in which we celebrate America’s birth, I thought I would share a slightly updated version of a post I wrote some time ago. I offer it in the hope that we’ll remain passionate about our views while extending compassion to those…
Your Customer is Flawed but So Are YOU | The Gentle Side of Cognitive Bias
Dan Ariely, Professor of Psychology and Behavioral Economics at Duke University and author of the book Predictably Irrational is one of the premier experts on the mental glitches we all share. Dan describes these glitches or cognitive biases as “systematic (non-random) errors in thinking” which depart from a logical course of action. In other words,…
Drive EQ to Improve CX and ROE [INFOGRAPHIC]
Let’s look at what can be done to enhance the success of CX (customer experience) efforts and your ROE (return on experience) investments. First and foremost, we should select people with high EQ (emotional intelligence) and/or develop the EQ of our existing team members. I spend a lot of time talking about EQ in my…
Not All Customer Moments Are Created Equal [Infographic]
If I asked you to tell me about a concert that you attended, my hunch is your story would either be of a recent event, a favorite concert, or a live-event debacle. I am not a gambler, but when it comes to predicting what is most salient in human memory, it’s a good bet to…
Not All Customer Moments Are Created Equal | Building Memories When It Matters Most
If I asked you to tell me about a concert that you attended, my hunch is your story would either be of a recent event, a favorite concert, or a live-event debacle. I am not a gambler, but when it comes to predicting what is most salient in human memory, it’s a good bet to…
Lessons in Living and Serving Fully [Update]
In honor of Memorial Day and in celebration of all the veterans who have and continue to serve our country I’m reposting my account of running with Ernie Andrus, a World War II Navy Veteran. At that time Ernie was 92 years old and on a mission to raise money to bring the LST 325…
Small-Town Lessons on Relationship and Business Reputation [Infographic]
In the 1960s and 1970s my small hometown of Florence, Colorado was comprised of, at most, 40 businesses. The 3,000 residents preferred to shop at those establishments unless a Florence merchant left them feeling their business was not appreciated or if the merchant didn’t authentically care about the community. In those rare instances, a Florence resident…
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