Social Media
“Leading the Starbucks Way” – How they are doing it right & why YOU should follow
Starbucks has become one of the most successful businesses in the world. If you need proof – simply look to their record breaking earnings numbers released this week! The brand’s success isn’t only because of their triple vanilla latte (although that certainly hasn’t hurt the cause.) In fact, there is much more to the success…
Finding your Customer Experience Core!
Age actually can be a good thing! In my youth, I wanted to be “all things to all people” or at least “most things to most people.” Slowly and sometimes painfully through my customer experience consulting career, I have aged (or as I like to call it – gained wisdom). Particularly, as it relates…
The Couponing Experience – Are you overlooking it?
Are you a coupon clipper? How about your customers? What role do coupons play in customer experiences? Do they lead to commoditization or are they a component of interactive engagement? Enough with the questions lets look at the data on couponing. According to NCH (Marketing Services), the number of coupons distributed by consumer product goods…
The Human Experience – Lessons from the ICU bedside
My vantage point on customer service and customer experience have certainly grown in the past 5 years. Much of that growth comes in the form of empathy gained from encountering complex healthcare delivery. In the past series of days, for example, I have run the all too familiar gauntlet of being with a close family…
Can you handle the truth about social media hype?
Do you remember Jack Nicholson’s character in the 1992 movie, A Few Good Men, Colonel Jessep, delivering that powerful line “You can’t handle the truth”? Well, I suspect for some of you today’s post will carry a similar challenge as it relates to a hidden truth about success and social media. That truth is brought…
FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
