What’s Your Signature? The Importance of Defining Brand Moments
When I was asked to do a TEDx talk about a year ago, I keyed in on the message that your brand (be that your individual brand or your corporate brand) is little more than “what people say about you when you are not around.” In keeping with that message, I am excited to be…
Gratitude is a Customer Experience Differentiator
If you are a parent of young children, you probably reminded them of the importance of saying this on Halloween as they went off trick-or-treating. I also suspect your parents taught you that these are two of the three magic words. Yes, I am talking about saying, “Thank you.” Beyond Social Skills – Words Matter…
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…
Empathy and Connection: The Not So Secret Weapons for Customer Experience and Life Success
While in Las Vegas last week in the immediate aftermath of one America’s most horrific mass shootings, I was overcome by a myriad of emotions. Beyond obvious and deep sorrow, I was struck by confusion over the intentions of the perpetrator and heartened by the outpouring of genuine compassion and concern of locals and visitors…
FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
