Customer Experience Keynoter

You look like a curator…a key to adding customer experience value

Are you are a curator?  In today’s time-pressured, information-laden world you should think about adding “curator” to your title! In my youth, I thought of curators as old sophisticates who went around the world securing art works for museums.  Today, I think of them as smart business leaders who add value for customers by filtering…

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Giraffes are ESSENTIAL to your customer experience!

I ran across a very interesting video blog by Chris Hurn, the CEO and co-founder of Mercantile Capital, so I had my Social Media and IT director, Andrew, post it on our Facebook page. Since I wrote a book about service excellence at the Ritz-Carlton, Chris’ blog post,  “Joshie at the Ritz-Carlton: An Extraordinary Customer…

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A swing and a miss – wait it’s a home run?

Would you believe me if I told you that a company which experienced a data breach affecting  twenty-four million customers was later determined to be one of America’s most highly rated  on-line retailers?  Well consider yourself told! The story is that of Zappos -the albeit unconventional but world class customer experience provider profiled in my…

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