Ritz Carlton

Thanks for the Complaint – 4 Tips for Jaw-Dropping Customer Experience Fixes (Infographic)

In this week’s blog, I discuss ways to respond to complaints in order to elevate customer experiences. Please refer back to the blog for more detail.  Otherwise, this infographic visually highlights the content of the blog.  

View Post

Thanks for the Complaint – 4 Tips for Jaw-Dropping Customer Experience Fixes

I’m not a fan of the line, “a customer complaint is a gift.” I understand the research that supports that utterance (as few as 4% of upset customers complain directly to a business representative). However, the gifts I want to receive come from positive experiences.  Those gifts are loyalty and referrals – not complaints. Accordingly,…

View Post

Prioritization – Looking Back, Letting Go, and Moving Forward

As I was readying for a new year of blog posts, I looked back to past articles and decided to expand on a prioritization theme that I touched on as the calendar moved from 2017 to 2018. With two more years perspective, I am increasingly convinced that the proliferation of choice (for consumers and business…

View Post

When the Customer Experience Goes Awry [Differentiation Through Service Recovery]

Forgive me for sounding braggadocious, but I AM PERFECTLY IMPERFECT! But then again so are you and so is your business. Unfortunately, some leaders either don’t know they are imperfect, or they seek to fool consumers into thinking their businesses are flawless. In those environments, team members read the invisible handwriting on the wall and…

View Post

How to Drive Your Brand Voice Through Customer Experience {Infographic}

I’ve been working with a group of entrepreneurs to help them drive a branded customer experience at each of their businesses. During my last interaction with these business executives, I asked each of them to bring ten recent emails they had written, ten emails written by their team members for customer consumption, company blogs, and…

View Post

How to drive your brand voice through your customer experience

Recently, I’ve been working with a group of entrepreneurs to help them drive a branded customer experience at each of their businesses. In prior working sessions, those leaders and I defined the optimal customer experience in the context of their respective mission, vision, and values. We also clarified brand personality, looked at core customer segments,…

View Post

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…

View Post

{Infographic} Customer Value – Expanding across the 12 Standard Forms of Value

                                                                                           

View Post

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.…

View Post

FREE RESOURCES

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