customer experience lessons

Customer Experience Lessons from the African Bush [Infographic]

I recently spent time on a photo safari in the African bush hosted by a private big game reserve. I hope you will indulge me as I take this moment to share insights gained from my animal ranger and guide Silas. For over 23 years Silas has worked on the reserve I was lucky enough…

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Customer Experience Lessons from the African Bush

Every morning I wake up with deep gratitude for the blessings in my life. In the past ten days, for example, I had the extreme honor of working with entrepreneurs in South Africa who are seeking to deliver branded customer experiences that will give their businesses a competitive advantage. Across three days of presentations, I…

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So Many Customer Experience Lessons – So Little Time!

I once wrote that to be joyful we must capture the natural occurring humor of reality. Extrapolating the idea of seizing natural occurring opportunities, I’m a fan of gleaning customer experience lessons from news headlines. Here are three quick examples of customer experience lessons just waiting to be plucked from recent news stories: Only one…

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Customer Experience Lessons from Television Advertising’s Biggest Day In America

First, notice the title of this blog! You will see that I didn’t mention the name by which people typically refer to the season-ending major sporting event where commercials play a central role. Therein is my first lesson: Trademarks matter. Virtually every phrase used to describe that event has been trademarked and the equity created around it…

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