Customer Service

The Robots are Here and There is Fear

I thought I would conjure up the spirit of the US patriot Paul Revere who (during my school years) was credited as shouting, “The British are coming! The British are coming!” With solid scholarship, it appears Paul Revere likely never shouted those words at all. In fact, the words he did say  –  apparently something more…

Small is the New Big: Customer Experience Excellence One Opportunity at a Time

His name is Adolpho Kamisky and though he is not someone I’d heard about in history classes, he truly is a larger than life hero of World War II. From my vantage point, Adolpho has a lot to teach us about the impact we can have on our team members and customers. Beyond the Stereotype…

Where Has All The Loyalty Gone?

“Where Has All The Loyalty Gone? – Long Time Passing” sung to a Peter, Paul and Mary melody A long, long time ago (20 years) in a galaxy far, far away (actually main street USA) customers were basically loyal to brands. For example, my father was a “Ford man” and ne’er a new model launch…

Lead People Not Technology: Interacting to Succeed

Recently an interviewer asked me a frustrating question, “Why are we constantly watching leaders on television who are boastful and self-serving?” My answer, “Because the leaders we see on television in the United States are predominantly politicians. Those politicians, be they Republican or Democrat, often place their political careers above the broader issues of the…

Not Just Fast: Understanding a Responsive Experience

As a customer experience consultant, I find myself working with leaders across the globe and across business sectors on some very familiar themes; needs fulfillment, customer effort reduction, surprise and delight, etc. Responsiveness One of those bedrock issues in daily consulting includes “responsiveness.” From my worldview, responsiveness is a make or break differentiator in all…

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The Starbucks Experience: Leadership Tips eBook
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