Patient Experience Keynote

The Changing World of Customer Experience [Infographic]

I’m convinced the pre-Socratic philosopher, Heraclitus happened upon an enduring truth when he said, “you can’t step into the same river twice.” I heard that quote when I was a freshman in college and it was the same year I’d read the classic book by M. Scott Peck titled The Road Less Traveled. In this…

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Isn’t It Time for Ecosystem Mapping? | The Changing World of Customer Experience

I’m convinced the pre-Socratic philosopher, Heraclitus happened upon an enduring truth when he said, “you can’t step into the same river twice.” I heard that quote when I was a freshman in college and it was the same year I’d read the classic book by M. Scott Peck titled The Road Less Traveled. In this…

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Leveraging Trends to Drive Business Success through Customer Experience

In last week’s post, I shared my appreciation for global customer experience research conducted by PwC. That post prompted me to think about all the organizations that invest time, money, and energy to capture insights that help us deliver improved customer experiences. I see my job as curating much of that research and sharing it…

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Prioritization – Looking Back, Letting Go, and Moving Forward

As I was readying for a new year of blog posts, I looked back to past articles and decided to expand on a prioritization theme that I touched on as the calendar moved from 2017 to 2018. With two more years perspective, I am increasingly convinced that the proliferation of choice (for consumers and business…

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Imagine it is 2025 – How’s Your Customer Experience?

What will customers expect and encounter when they interact with you and your business in 2025? I know that the question is asking about a distant horizon line, but it wasn’t long ago that 2020 seemed like it was forever far away. As a consultant to Fortune 500 companies, I have had the privilege of…

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The Art of Service Storytelling [Infographic]

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 Experience Excellence Requires Shared Communication Platforms [Infographic]

A few weeks ago, I wrote about organizational silos and their negative impact on seamless customer experiences. Apparently, I hit a raw nerve, as evidenced by a flood of responses from readers. Since I wrote that post Smartsheet (a solution provider that helps organizations streamline information sharing both internally and externally) announced their Achieve as One…

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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…

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Complexly Simple – Success Can Breed Mediocracy

Do you want to sound smart? Then, tell your friends you read a blog this week about how metathesiophobia is bolstered by accomplishment. In other words, people who are successful often resist change. Most of us suffer from at least a smidge of metathesiophobia (the fear of change). Certain things can help the condition – like…

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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