Convenience Over Privacy [Infographic]
I remember sitting with Mercedes-Benz executives a number of years ago to engage in a discussion of something I thought was revolutionary at the time. By way of background, Mercedes-Benz USA owned and operated a dealership in Manhattan, which leaders used as a “test and learn” lab for customer experience innovation. The discussion I am…
Deliver Convenience Before the Year Ends {Infographic}
As I’ve been working with Airbnb, I’ve enjoyed the opportunity to focus on customer experience delivery in the context of the burgeoning sharing economy. While there are vast differences between guest experience excellence at The Ritz-Carlton Hotel Company (the focus of my book The New Gold Standard) and what is needed to create a memorable…
Quickly Before the Year Ends – Deliver Convenience
This is my last blog post for 2018 as I hunker down in the homestretch of writing a book about Airbnb which will be published by McGraw-Hill in 2019. As I’ve been working with Airbnb, I’ve enjoyed the opportunity to focus on customer experience delivery in the context of the burgeoning sharing economy. While there…