Client Experience Consulting

Customer Experience – Understanding Emotional Economics

While working on the new book I am writing about Starbucks, to be released in 2013, I have been digging deeply into research on emotional economics.  As you are  aware economics is the branch of the social sciences that looks at the production, distribution, and consumption of goods and services.  Through much of the history…

View Post

Customer Experience Limbo – How low can it go?

Dive in – the data is fine!  If you want to get a quick pulse on the state of service experiences globally, look no farther than the recently published American Express Global Customer Service Barometer. Beyond painting a woeful picture of tragically dissatisfying service levels, the American Express study shows that much service deteriorates to…

View Post

More to Business than Money!

My mother often exhorted me to appreciate that “if I couldn’t say something nice, I shouldn’t say anything at all.”  I typically adhere to that motherly wisdom and it has served me well.  On this occasion, however, I have to sidestep Mom’s sage input.  Spirit Airlines, a low-fare, no-frills, air carrier based out of Ft…

View Post


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