The Kindness GAP: Differentiation by Practicing Civility in Uncivil Times
In addition to highly conflictual political discourse (which may have sunk to an all-time low in the US), I’ve recently observed a number of people making obscene gestures at one another, swearing, and ranting in stores as well as during miscellaneous business transactions. American activist Rachel Corrie once noted, “We should be inspired by people…who show that human beings…
Will it Fly? How to Leverage Quantitative and Qualitative Customer Listening
I’ve been doing customer experience design for a long, long time. In the old days, I would have read about some intriguing customer innovation and assumed that the attempted breakthrough was crafted on a firm foundation of customer listening and data analysis. For example, had I read about something like Indian airline, IndiGo’s, recent effort to create a…
We Are All In The Perception Business!
Recently, I’ve been suggesting that “perceptions” are a key economic driver. In the course of my work as an experience designer and consultant, I have been defining customer experience strategy as a disciplined approach to brand differentiation achieved by elevating the perception of those you serve based on their interactions with you. Obviously, in today’s…
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…
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