Put a Bow on It | The Art of Wrapping and Trimming Your Customer Experience

For as many times as I have done it myself or experienced it, you’d think I would have made this connection much earlier. My newly emerging awareness involves the symbolic relationship between outstanding customer experience delivery and the practice of wrapping a personalized present and then putting a bow on it. Allow me to explain……

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How to Deliver Service plus Chocolate!

Having recently consulted or spoken in 6 countries in less than 30 days (ranging from Bolivia to Hong Kong), I keep facing questions that center around the distinction between operationally consistent service and emotionally-engaging customer experiences.  While I’m not convinced that these two service approaches need to be mutually exclusive, I do know that without…

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