Social Media
How to Create a Successful Customer Loyalty Program
Having worked with Starbucks since 2004, as I began my journey to my first of two books about them (The Starbucks Experience and later Leading the Starbucks Way), friends and colleagues are quick to contact me whenever Starbucks makes the news. That goes for both good and bad news! Recently Starbucks announced a change in…
How great are you?
Ernie Andrus made his coast-to-coast run across the United States when he was only 90 and he is well on his way to doing it again at age 92! In 2013 Ernie, a World War II Navy veteran, set out to break a record for the oldest man to run across America. The prior record…
BE PERFECT or BE EXCELLENT: The Art of Getting Real
Sometimes we teach because we have something to share and other times we teach because we have something to learn. This is one of those cases where I am exploring an issue for myself as much as I am addressing it for you. How do we balance all the demands necessary to serve the needs…
Exploiting Breast Cancer Awareness Month – Think Authenticity When Doing Cause Marketing
As a person, who lost his wife to a six-year battle with breast cancer the month of October is bitter sweet. I am heartened by so many organizations championing the cause of breast cancer awareness, research, and treatment – the month is awash with television ads, corporate buildings bedecked with large pink ribbons, and businesses…
To Tattoo or Not to Tattoo? – Starbucks, Ink, & Customer Experience
“Cover your tattoos!” That’s the current policy at Starbucks (and for that matter many other businesses). Partners (the Starbucks term for employees – more on that in my recent book Leading the Starbucks Way) are hired without prejudice for tattoos; they just can’t be visible to customers. Now the company is reconsidering its policy and…
A Lesson Your Business Could Learn from the Ray Rice Video
I will leave it for others to opine about Ray Rice, his wife, and the NFL. But as a customer experience consultant there are two important business lessons to take from this horrific situation. Assume every customer interaction is being videotaped and appreciate the power of viral video. When I was a kid my dad…
Pregnancy to Birth in 6 seconds – Customer Experience and the Short Attention Span
Ian Padgham one of the creative geniuses at Origiful may be the only person who has shrunk an entire pregnancy and delivery to 6 seconds. If you haven’t seen it already, check it out Ok so his wife, Claire, actually went through a normal birth and delivery but the rest of us (and literally that…
How to Create Experiences through Personalization, Sharing, and Social Platforms
I am sure it is not news to you that Coca Cola has been facing declining sales numbers for a considerable stretch thanks to consumers who are less inclined to want sugar based carbonated drinks. That trend notwithstanding, Coke’s global presence and marketing strength have allowed it to offset many of the company’s revenue losses…
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FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
