Please Ask My Opinion BUT NOT TOO MUCH
There is a fine line between disinterest and inquisition! You know what I am talking about – some brands are solely focused on themselves and not on their customers. Leaders at those companies drive a business freight train down the track at their customers with seemingly no interest in what customers think or feel about…
Want a Free Franchise? A Hypothetical with Real-World Implications
Let’s pretend I gave you a company. Awful nice of me right? Well, maybe not! The company is a chain of video stores. Remember those? If you are old enough to recall the video rental phenomena, the landscape for that industry was dominated by Blockbuster and Hollywood Video, but there were a panoply of local…
What’s Your Signature? The Importance of Defining Brand Moments
When I was asked to do a TEDx talk about a year ago, I keyed in on the message that your brand (be that your individual brand or your corporate brand) is little more than “what people say about you when you are not around.” In keeping with that message, I am excited to be…
Gratitude is a Customer Experience Differentiator
If you are a parent of young children, you probably reminded them of the importance of saying this on Halloween as they went off trick-or-treating. I also suspect your parents taught you that these are two of the three magic words. Yes, I am talking about saying, “Thank you.” Beyond Social Skills – Words Matter…
Small is the New Big: Customer Experience Excellence One Opportunity at a Time
His name is Adolpho Kamisky and though he is not someone I’d heard about in history classes, he truly is a larger than life hero of World War II. From my vantage point, Adolpho has a lot to teach us about the impact we can have on our team members and customers. Beyond the Stereotype…
Empathy and Connection: The Not So Secret Weapons for Customer Experience and Life Success
While in Las Vegas last week in the immediate aftermath of one America’s most horrific mass shootings, I was overcome by a myriad of emotions. Beyond obvious and deep sorrow, I was struck by confusion over the intentions of the perpetrator and heartened by the outpouring of genuine compassion and concern of locals and visitors…
The Risk of Excellence: Avoiding Customer Experience Mediocrity
Some years ago, I had the good fortune of working on an article draft with John Timmerman and Curt Coffman. John is currently Executive Director of Digital Transformation at Gallup and Curt has co-authored perennial bestselling books like First Break All the Rules and Culture Eats Strategy for Lunch. The article we worked on together…
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