How to Stop the Revolving Door for Millennials at Work
This past week I traveled to and worked with leaders in five cities across the US and Canada, (Baltimore, Philadelphia, Knoxville, Houston, and Vancouver, B.C). In addition to three topics I typically talk and consult about (customer experience, leadership, and culture), in every setting one word kept coming up – Millennials! Most leaders and frontline…
“Happiness is not an app on a mobile phone” – The Art of Messaging
This blog is about relevant messaging throughout the journey your customers have with your brand. Although I will use Pope Francis as an example, I am not opining about the Catholic church, the popularity of the Pope, or even Christianity in general. I’ll leave all that to the theologians. Much of a customer’s journey with…
How are your POPS and PODS doing?
More than a decade ago marketing professors Kevin Keller and Alice Tybout advanced two concepts that not only changed the way people market their businesses but also SHOULD have changed the way we think about delivering customer experiences. They are POPS and PODS. POPS stands for “Points of Parity” and PODS is an acronym for…
FACE It: You Should Improve Your Customer Experience
The title of this blog, isn’t meant to imply you are in denial about the importance of customer experience elevation. Rather, I am using FACE as an acronymn for 4 guiding principles to consider as you craft customer-centric solutions. For me FACE stands for: Fast Accurate Caring Easy I can demonstrate 2 of the 4…
Through the Mirror of Your Customer
Astronaut Eugene Cernan once said, “If you begin to think you’re something you’re not, you’re looking in the wrong mirror.” In my opinion, many industries have been looking in the wrong mirror for a long time! Soberingly, those businesses are being forced to see themselves anew – in a reflection of the perceptions of their…
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