How to Become a Leader in Customer Experience | Driven to Delight
There are leaders, followers, and…well people who just get in the way! Which are you? In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Such was…
How to Become a Leader in Customer Experience | Driven to Delight
There are leaders, followers, and…well people who just get in the way! Which are you? In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Such was…
Common Knowledge is Not So Common
I’d just crossed through a sentence I’d written in a training series for the retail team at Godiva. To me, the sentence stated the obvious when it came to the importance of “product knowledge.” My internal dialogue went something like, “Who doesn’t know that, Joseph? It’s time to take a break and come back at…
“It’s not what you know but…”
According to the old adage that sentence stem ends with “who you know.” On stage and in writing lately I have concluded that the old adage doesn’t tell the whole story. As such I have modified it to say: “It’s not what you know OR who you know. It’s what you know ABOUT who you know.”…
Would you have your wedding at Starbucks? Becoming a Beloved Brand
So would you? Would you have your wedding at Starbucks? How about your reception? Lets switch venues, how about at Taco Bell or Subway? While I have never heard of a Taco Bell reception, I have been tracking the phenomena of Starbucks weddings and receptions since I worked on my first book about the company…
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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
