Customer Service Keynote

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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Customer Experience – Art or Science? The answer is YES

Crafting engaging customer experiences requires a blend of art and science.  The science often hinges on effective use of empirical data concerning consumer need states, use patterns, and changing trends. To that end, I offer some recent results from Bitly’s research’s on viral social media content.  As you probably know, Bitly is a service that…

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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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FREE RESOURCES

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