United Airlines: Big Data to the Rescue of the Passenger Experience?
It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. Here’s a walk down that pothole-riddled memory lane: January 22nd all domestic flights were grounded for 2.5 hours due to a problem with a computer system that provides technical information to pilots. February 8th…
Recovering Business Trust: Listen, Admit, Apologize, Fix
This will be my third and final installment on what has become a mini-series about trust and business. Over the past couple blogs, I reported a trust gap, emphasized the need to extend trust to customers, and outlined an initial list of qualities possessed by trustworthy leaders. This week I’ll look at one of the…
High Trust = Happy Employees = Happy Customers = Happy Shareholders = Happy Leaders
You might say I am on a “trust” kick. In last week’s blog, I highlighted a US decline in social trust (a precipitous drop of 46% points from 1964 to 2016). I also opined on the critical role of trust in strengthening the social contract between businesses and customers. Finally, I asserted that trust begets trust.…
Customer Value: Expanding Across the 12 Standard Forms of Value
Great leaders often ask me to help them create “customer value”, while others ask me to help them create “profit.” For me, the only way to generate sustainable profit is by developing a core competency for customer value creation. Chasing profits is a tiring and stressful endeavor – creating value is an innovative and energizing pursuit.…
{Guest Post} Emotional Analysis Of Customer Feedback: The Missing Link
According to Bruce Temkin’s 2016 study, after a positive emotional experience, customers are 15 times more likely to recommend a company. 15 times more likely! That’s a huge difference. Not surprisingly, emotion analysis is receiving a lot of buzz. But do the current solutions deliver on the key question that companies should be asking themselves: How…
FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
