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Do You Want More Business Success? Here Are 6 Steps for Sparking Customer Value

Recently I typed “Business Success Books” into a Google search and got 1.6 million results. Is business success really that complicated? In one of those 1.6 million books (my latest one titled Stronger Through Adversity), I reduce business and customer experience excellence down to six components of value creation and exchange. Here’s my take: 1. Explore value: Before…

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{Infographic} The Future of Customer Service: Artificial Intelligence vs Human Intelligence

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The Future of Customer Service: Human Intelligence (HI) or Artificial Intelligence (AI)

I have been slow to accept that, from a service perspective, humans will ever be replaced by computers.  I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them. I…

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Not Hand Size! Heart Size! The Art of Engagement and Loyalty

Who is #2 (behind Google) on Fortune magazine’ “Best Companies to Work for” list?

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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…

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How to Create A Successful Customer Loyalty Program

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A Case Study for 2014 – Learning from Legendary Leaders

In the spirit of being lifelong learners this new year, and every year for that matter, let me share a new word  I learned recently:  holacracy.  I am assuming you may have see this word buzzing around the Web lately. My connection to the word comes through Tony Hsieh CEO of Zappos. As you know…

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Customer Experience Musts – Telling us what they want

Customers have a huge desire to tell us what they want but alas many entrepreneurs and business leaders are more interested in telling or selling than taking the time needed to really hear their customer.  Hold on now, am I saying that customers actually know what they want and are willing to tell us? MIT…

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Five Points for Perfecting Customer Interactions

Recently I sent an email inquiry to two organizations of varying sizes from which I had an interest in their services.Both responded to my emails in a timely manner.The message from one organization was personal, robust with information, and warm.It was written by a specific individual, or perhaps generated to look like it was, and…

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Customer Experience – Is it Care or Speed?

Recently, I shared a failed service experience I had at a sandwich shop and as a result several people contacted me and offered up what I can best describe as “service horror stories.”  Rather than miring us down in those negative interactions, I thought I would simply do a series of quick blogs on what…

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The Starbucks Experience: Leadership Tips eBook
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