How to assess the Online or User Experience
Having spent a decade of my life conducting a daily radio talk show in a top US market, I know the importance of engaging listeners with provocative and alluring content. Unfortunately, at times most of us who’ve work in the media have painted an overly negative picture of the world around us, as evidenced by…
Customer Loyalty – Dead or Alive?
The “customer experience” blogosphere has served as the forum for a raging debate about whether “customer loyalty” has died and should be long forgotten. I have championed the side of the argument that posits “customer loyalty” is ONLY wounded and will recover. However, my belief in customer loyalty should be looked at through a suspect…
How to Be an Innovator
When the world economy hit a pothole in late 2008, business leaders executed a predictable and in many cases responsible strategy of cost-reduction. While those steps were important, immediate, defensive business strategies in the face of declining revenues, they had to be balanced with the need to invest in customer-focused innovation to position those businesses…
The Gravity of Customer Experience Enhancement
My first job in organizational development was in healthcare. More than two decades later (I can’t possibly be that old), I appear to have come full-circle as I do a great deal of consulting and training on elevating the patient-experience. This work is largely the result of my involvement with UCLA Health Systems and an…
Sex Doesn’t Sell that Well! – How to make real visceral connections with customers
I have long been an admirer of the work of Martin Lindstrom. As you probably know, Martin is a revolutionary thinker in the area of consumer behavior, branding, and neuromarketing. In fact he worked with a group of 20 noted scientists to conduct a 3 year 7 million dollar study that used state-of-the-art brain scanning…
How to execute “EASY” – A Boom or Bust Proposition
So what would you rather do – wait for a person to serve you or expedite the process at a self-service computer kiosk? If you are a business owner looking for an easy technology solution to speed up your service delivery, you might want to pay attention to this complicated finding from a study conducted…
Turning Trends into Customer-Centric Product
Did you ever stumble upon a piece of knowledge that served you well throughout your career? Early on in my professional journey I happened upon a summary of key annual objectives for the board of directors at a hospital where I worked. For some strange reason, I thought to myself that I should try to…
Elevating the Customer Experience – Where You Should Start!
While sitting with a “customer experience” leadership team at an international airline company, we talked about how to prioritize their lengthy list of customer-centric action plans. That discussion helped me appreciate the difficulty some business leaders face when it comes to “where to start” with their customer experience initiatives. Unlike reading a book, there is…
How Customer Loyalty Data Translates to Customer Experience Elevation
I ran across an interesting fact sheet about customer loyalty recently provided by customer focus incorporated. The findings represented and aggregate of research and some of it may be familiar to you, as it was to me, but the composite picture is enlightening. I’m sharing a few of the highlights as an impetus to stay…
Is Social Media Dead? Credibility through Customer Experience
Have the winds changed? Is the social media losing the fresh influence it once enjoyed? There was an Edelman study in Advertising Age that received far less attention than I thought it would. I suspect that the reason the findings didn’t gain traction was that the results were unpopular and that people didn’t want to…
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The Starbucks Experience: Leadership Tips eBook
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