Patient Experience Consulting

Listening and Leading Customer Experience in Uncertain Times [Infographic]

I’m in the throes of difficult planning sessions with clients as they seek to communicate with and ready themselves to care for their team members and customers in a time of heightened uncertainty associated with the coronavirus. For some clients, these conversations revolve around possible disruptions in a supply chain; for others, it takes the…

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Catching What is Right | The Art of Service Storytelling

American lawyer John E. Jones III is credited with saying, “What gets measured gets done, what gets measured and fed back gets done well, what gets rewarded gets repeated.” From my perspective, when it comes to customer experience excellence, what gets rewarded gets done and what gets talked about also gets done. After 25 years of consulting in what used to be called…

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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.…

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The Future of Customer Experience Delivery

My crystal ball says winning experiences will deliver. I lay no claim to my prognostic ability, but when it comes to the future of customer experience delivery, I’m willing to venture an educated guess. I predict future retail wars will involve online brands (whose value proposition will be an expansive choice, “best pricing” and quick delivery)…

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Starbucks: Greatness Personified/Excellence Diversified – What About You?

I met him while working with Starbucks around the time I wrote my first book about the company titled The Starbucks Experience. I’d venture to say that Starbucks might have been little more than one man’s vision if it wasn’t for his leadership strengths. He was one of the original architects of the brand – a…

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Strategic Positioning | Is Your Customer Experience Agile Enough?

From Machines to Living Organisms I continue to be in awe of consultative think tanks like McKinsey and Company. Over my career, I’ve been blessed to work with McKinsey consultants who often do the heavy lifting to understand optimal strategic positioning for senior leadership teams. Agile Genius The genius of this collection of talented individuals was…

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FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article