Imagine it is 2025 – How’s Your Customer Experience?
What will customers expect and encounter when they interact with you and your business in 2025? I know that the question is asking about a distant horizon line, but it wasn’t long ago that 2020 seemed like it was forever far away. As a consultant to Fortune 500 companies, I have had the privilege of…
Lessons from South African Entrepreneurs [Infographic]
As you may know, I work predominantly as a consultant to senior leaders in Fortune 500 companies but occasionally choose to participate in public or private events for entrepreneurs and small business owners. As a small business owner myself, I realize the importance of accessing thought leaders who can help me with my business and…
How are you Crafting Improved and Transformative Customer Experiences?
This week we’ll focus on crafting improved and transformative customer experiences, but first, thank you to those who have shared that they are finding value in this persona-based journey mapping blog series. This is the 4thand final installment the series, so if you have missed any of the posts here are the links: #1, #2,…
The Starbucks Experience | Challenges and Opportunities in Philadelphia
As you might expect from someone who has worked with and written a couple of books about Starbucks (The Starbucks Experience and Leading the Starbucks Way), I have had my share of media asking me to opine on what happened in that Philadelphia Starbucks when 911 was called and the police placed two black men in…
The Future of Customer Experience Delivery
My crystal ball says winning experiences will deliver. I lay no claim to my prognostic ability, but when it comes to the future of customer experience delivery, I’m willing to venture an educated guess. I predict future retail wars will involve online brands (whose value proposition will be an expansive choice, “best pricing” and quick delivery)…
Business Sustainability Infographic
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Starbucks: Greatness Personified/Excellence Diversified – What About You?
I met him while working with Starbucks around the time I wrote my first book about the company titled The Starbucks Experience. I’d venture to say that Starbucks might have been little more than one man’s vision if it wasn’t for his leadership strengths. He was one of the original architects of the brand – a…
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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
