The Art of Resolving Human Need
Our friends at Hippo Roller have asked me to mention a campaign to raise funds to purchase 200 Hippo Rollers for Haiti. In case you missed my original blog about the Hippo Roller…you can find it below. By the way, thanks in advance for considering to support this cause… ________________________________________________________________________ For me… Invention is the…
Make a Mouse: The Power of a Culture of Customer Experience Excellence
I’ve often said anyone can create a mouse. All you have to do is put a copious quantity of food and cloth scraps on your floor and, over time, a mouse will appear. The same can be said for great service cultures. Leaders are responsible for “creating the right environment” for world-class customer experiences to…
You Want Engaged Employees? Ignite Mastery
Thought leaders like Daniel Pink have provided insightful analysis of research showing three key drivers of human behavior: Purpose Autonomy, and Mastery In essence, ample research shows that people will give maximal effort when they believe their effort will make a purposeful difference when they are given some level of control over the task or timeline for completing a…
Grateful Business – Human Experience Creation At Its Best
In 1998 (in my book Humor, Play, and Laughter), I began talking and writing about the importance of “gratitude” for business and personal life. In fact, gratitude has long been one of 5 core values for my business (right alongside – “personalization, respect, humility, and succeeding together”). That said, I took notice when the esteemed Harvard Business Review (HBR) recommended the…
Send in the Drones: Elevating Service in A Technology-Driven World
Have you been watching Domino’s global strategy over the recent number of years? If not, I think the pizza giant it worthy of study. Unbeknownst to many, Domino’s is an amazingly forward looking company. While other brands like Polaroid or Blockbuster have run into a bit of a complacency trap (thinking that what brought them…
Technology: A Blessing & A Curse to Customer Experience Delivery
I’ve always loved the way Charles Dickens opened his masterpiece The Tale of Two Cities. The first few phrases of the first line set a powerful stage for the book and an apt assessment of the role of technology in customer experience delivery… “It was the best of times, it was the worst of times,…
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