Add new tag

Shakespeare and Business

Hamlet…”To thine own self be true.” I sometimes wonder if leadership experts that I admire, like John Maxwell, ever make business missteps? If they do, what can I learn from them? To my surprise at an international speaking event recently, I was asked a similar question. A lady stood up during a question and answer…

View Post about Shakespeare and Business

A Customer by Any Other Name

I was consulting with a senior leadership team about designing experiences across their business. At one point in the meeting I was blending the concepts of customer and employee experience under a broad banner called the business’ “overall experiential offering.” A well-meaning executive spoke up to encourage a more precise use of terms. He said,…

View Post about A Customer by Any Other Name

It’s WOW Time!

Having extolled the virtues of “Delivering Wow” in my book The New Gold Standard. I am constantly on the lookout for “wow” service moments and the ingredients necessary for a customer to conclude that service reached the level of a “wow”. The Verde Group, in conjunction with the Wharton School of Business, released a study…

View Post about It’s WOW Time!

It's WOW Time!

Having extolled the virtues of “Delivering Wow” in my book The New Gold Standard. I am constantly on the lookout for “wow” service moments and the ingredients necessary for a customer to conclude that service reached the level of a “wow”. The Verde Group, in conjunction with the Wharton School of Business, released a study…

View Post about It's WOW Time!

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