The Muhammad Ali Experience: 5 Lessons to Win By
Muhammad Ali was not only a civil rights advocate and exceptionally talented boxer – he was and will be an enduring brand. From an advertising perspective, his equity extended in commercial endorsements of brands like Louis Vuitton, Porsche, Apple, Coke, Gatorade, and Pizza Hut. So what can every business leader learn from the brand experience consistently delivered by Muhammad Ali? Here are…
To Switch or Not To Switch – 4 Ways to Stop Customer Churn
According to a recent comprehensive international study conducted by Accenture, 52% of customers reported that poor customer service caused them to switch from one brand to another in the past year. In the U.S. alone that “switching” behavior means poor service costs brands over 1.6 trillion dollars. Given those numbers from Accenture and prior research from Bain and…
When it Comes to Service: Beware A Technology-Based Backlash
It’s been said that when you have a “hammer everything looks like nails.” Such is the case with technology! For quite some time now we’ve all watched technology revolutionize the way service is delivered across the globe. For example, the Internet transformed the travel service industry as sites like Travelocity decreased the need for travel agents and apps…
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…
FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
