Leaving a Leadership Legacy
Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. Early in my career I was so excited “to be considered for work” that I didn’t understand the importance of due diligence when connecting your brand with someone else’s business. In the context of my “goodness…
The SDI’s of Millennials
In the 1950’s, a number of ministers and politicians railed against the “evils of rock and roll” and implied that the youth of the day were adversely affected by the insidious nature of the music. Despite that music, most of us who lived through the 1950’s and 60’s did so without too much lasting damage.…
Renewed Year Customer Experience Focus
A new year is here and I need to make a confession. I admit it. I’ve been critical of leaders who make declarations like “THIS IS THE YEAR OF THE CUSTOMER.” My problem with those types of statements is that I believe every year should be the year of the customer. Why else are we in business? In support of my position,…
So You Want to Deliver Outstanding Customer Experiences… | Driven to Delight
According to Forrester Research, 93% of corporate leadership teams place customer experience improvement on their list of strategic priorities and 23% businesses have it in the number 1 position. So if you want to drive an elevated customer experience that differentiates your business from the competition, increases the loyalty of your customers, and results in more…
Understanding the Customer Journey
I will admit it. I am old. I remember a time when people carried pieces of paper in their car to help them get around. We called those documents “maps” and we struggled to fold them back into place when we were finished using them. Today maps have gone digital and satellites locate us and offer mellifluous voice…
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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
