Memorable WOW Experience Held Together by Coffee Stir Sticks
It’s an occupational hazard of keynoting, consulting, and writing about customer service that my friends and family feel compelled to share all of their customer service nightmare stories. I’m really not complaining. I merely mention this as a set-up to a story shared with me by my son. Before I get too far into my…
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,…
Awaken the Force: Six Powerful Commitments for 2016
As December comes to a close, many of us will do a “year in review” (and if we don’t, Facebook will do it for us). A lot of us will also think about how we can succeed in the year to come. I have long stopped doing “New Year’s resolutions” since I’ve repeatedly lost and gained back the same 10 pounds I…
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…
Keys to Customer Experience Excellence | Driven to Delight
Guilty! I admit it I’ve been known to take a complex topic like “customer experience excellence” and make it even more complex. So let’s take a simplified, hopefully not a simplistic, run at how to treat customers in a way that separates you from the competition. To keep me on track, I’ll offer a framework courtesy of leaders at Mercedes-Benz USA.…
Keys to Customer Experience Excellence | Driven to Delight
Guilty! I admit it I’ve been known to take a complex topic like “customer experience excellence” and make it even more complex. So let’s take a simplified, hopefully not a simplistic, run at how to treat customers in a way that separates you from the competition. To keep me on track, I’ll offer a framework courtesy of leaders at Mercedes-Benz USA.…
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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
