Which Should Come First? The Employee or the Customer?
Ok, I admit the issue of employee versus customer primacy falls into the category of unanswerable debates such as which came first the chicken or the egg. That said, many leaders continue to articulate a mantra that either the customer or the employee “comes first.” While I personally like to side-step this looping debate by…
Beating the Giant: It’s as Simple as Artisanship
I suspect you’ve heard the phrase, “dollars to donuts.” From my research, its earliest reference occurred in 1876 and typically implies a wager where you are so certain of a bet that you are willing to gamble losing dollars (something of higher value) for the prospect of winning donuts (something of lower value). In truth,…
Make the Experience Faster and More Personal
I have been involved with Starbucks since 2004, beginning with initial research I conducted for my first of two books about them (The Starbucks Experience). During my more than a decade relationship with the brand, I’ve never ceased to be amazed by the commitment of Starbucks leaders when it comes to continuous improvement for both the customer…
Show Me the Money: The Why of Customer Experience Excellence
It sounds like a good idea. Striving to deliver great customer experiences intuitively seems like smart business, doesn’t it? Intuition, unfortunately, doesn’t necessarily pay the bills! So should you invest money in programs designed to improve the engagement and loyalty of your customers? If so, where should you invest for the greatest return? One need only look…
Personal Brand Vetting – THEY are Listening
As I help business leaders deliver branded customer experiences, I often start with the premise that brands are nothing more than what people say about us when we’re not around. From there, I work with leaders to determine what they want to be known for and what they want to hear their customers say about…
FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
