memorable customer experiences

How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed

Deepak Chopra once said that “All great changes are preceded by chaos.” Many of my clients ask what they need to do to engage team members and customers well-past the pandemic. While I have my hunches, I prefer to look at data on what people say they want from their employers and companies with whom…

View Post

Not All Customer Moments Are Created Equal | Building Memories When It Matters Most

If I asked you to tell me about a concert that you attended, my hunch is your story would either be of a recent event, a favorite concert, or a live-event debacle. I am not a gambler, but when it comes to predicting what is most salient in human memory, it’s a good bet to…

View Post


The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article