Success Requires Community Engagement | Customer Experience Excellence – The Airbnb Way
This is the final post in my series titled – “Customer Experience Excellence – The Airbnb Way.” This week we continue to journey through key concepts found in my 10 leadership books, as we finish our quick review of my book titled The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Throughout this series, we’ve explored…
Empowerment is More than a Management Catchphrase | Customer Experience Excellence – The Airbnb Way
This is the fourth in a 5-post series titled “Customer Experience Excellence – The Airbnb Way.” This week we continue to journey through key concepts found in my 10 leadership books by diving back into our cursory review of my book titled The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Last week we touched…
Everyone is in the Hospitality Business | Customer Experience Excellence – The Airbnb Way
This is the third in a 5-part series. This week we continue to journey through key concepts found in my 10 leadership books. Let’s rejoin our brisk review of my book titled The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Last week we touched on trust. This week we will highlight hospitality and in the weeks…
Trust is the Currency of Relationships | Customer Experience Excellence – The Airbnb Way
This is the second in a 5-post series. This week we continue to journey through key concepts found in my 10 leadership books and pick up our exploration of my book titled The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Last week we touched on belonging, this week we highlight trust and in the weeks ahead…
Create Belonging | Customer Experience Excellence – The Airbnb Way
This is the first in a 5-post series. Before I dive in, please allow me to offer some context. Usually, each content series centers around a central theme. For example, my last series looked at research and tools to drive employee engagement. However, I’ve been receiving many requests to provide posts based on each of my customer…
Isn’t It Time for Ecosystem Mapping? | The Changing World of Customer Experience
I’m convinced the pre-Socratic philosopher, Heraclitus happened upon an enduring truth when he said, “you can’t step into the same river twice.” I heard that quote when I was a freshman in college and it was the same year I’d read the classic book by M. Scott Peck titled The Road Less Traveled. In this…
Everything Matters When It Comes to First Impressions [Infographic]
In my first of two books about Starbucks titled The Starbucks Experience, I posited a customer experience principle I referred to as “everything matters.” That concept prompted an Orlando Sentinel reviewer to offer a tongue in cheek criticism by noting “everything matters – that narrows it down, doesn’t it?” Certainly, no leader can drive perfection…
Everything Matters When It Comes to First Impressions | Mastering Your Customer’s Arrival Experience
In my first of two books about Starbucks titled The Starbucks Experience, I posited a customer experience principle I referred to as “everything matters.” That concept prompted an Orlando Sentinel reviewer to offer a tongue in cheek criticism by noting “everything matters – that narrows it down, doesn’t it?” In The Starbucks Experience, I used…
Winning this Holiday Season | The Art of Selling through Human Experience Creation
The next few weeks will be “make or break” for retailers. With more shopping occurring online (particularly through mobile devices), brick and mortar retailers are looking for ways to get people to leap from their couches and into their stores. For example, traditional retailers like Saks are creating multichannel experiences for Frozen 2 holiday window…
The Formula for Experience Success: Artificial + Human Intelligence
Wherever you get your news, you are likely to read or hear something about the role sales-enhancing technology will play this holiday season. There’s much at stake for this year’s retailers with spending projected to break a record and possibly top the 1 trillion-dollar mark. Whether it’s the way Target will be using augmented reality…
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