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…
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,…
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…
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…
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