How much permission do you have? Lessons from Zappos and Clorox
Something smells around here! Ah yes, it’s the distinct aroma of Clorox! I just finished the first draft of my new book The Zappos Experience (which will be released in the fall) and was revising a section concerning the Zappos brand platform. So I thought I might share a paragraph from the upcoming book to…
AT&T vs Verizon – A seriously improved customer experience?
Much will be written about the battle of the titans – AT&T vs. Verizon! Thanks, of course, to AT&T’s lost monopoly on the Iphone. AT&T will argue they have a “faster” customer experience and Verizon will suggest they are more “reliable.” In the end, prices should come down on Iphone data plans and features…
What to learn from Starbucks’ new logo
Wow what a logo! As the author of The Stabucks Experience I have had many people ask about the NEW STARBUCKS LOGO! The principle questions I’ve fielded since the announcement earlier this week are variations of the following: 1) Why replace an iconic logo? 2) Will the new logo “stick”? 3) When should I change…
It’s Time for Truth – Measure It/Reward It
It goes without saying (but I will say it anyway) what gets measured gets attention! What gets measured and rewarded gets done! I state this seemingly obvious truth because I continue to be brought into organizations that talk about customer centricity but that lack customer engagement metrics and in no way link rewards to performance…
Doing Good and Doing Well
Installment 6 of my holiday retrospective is a classic example of how businesses can create truly memorable experiences…. From my book The New Gold Standard … Salazar, age 12, was a champion figure skater who began noticing pain in her legs while preparing for a regional competition as a step toward the Olympics. While originally thinking…
Make it Their Own – Experiences that Connect
Installment 5 of this holiday retrospective, takes me back to my book The Starbucks Experience and the importance of not “doing the experience to your customers” but instead “doing it with them.” At Starbucks, customers must be able to customize their beverage order, with the handcrafted assistance of their barista (the Italian word for bartender…
Service the Way it Ought to Be!
The fourth installment of my reflective blogs comes from an upcoming book about revolutionary changes in patient experience at UCLA Health Systems: Dr. Michael W. Yeh, Assistant Professor of Surgery and Medicine and Program Director of Endocrine Surgery at UCLA, saddressed challenges of the timely delivery of care when taking over leadership of his program.…
5 Steps to Extraordinary Service Recovery
My third retrospective installment comes from my book The New Gold Standard and looks at Service Recovery at The Ritz-Carlton Hotel Company: Customers are all too often surprised when businesses accept responsibility for breakdowns, thus providing a strategic advantage for those businesses that their admit faults. John Fleming, Ph.D., Principal and Chief Scientist for Gallup…
What’s in a name? The Starbucks Experience
The second installment in my year end reflection brings me back to lessons learned from a Starbucks barista named Joy Wilson, as shared in my book The Starbucks Experience: Welcoming people by name and remembering them from visit to visit is a small thing, but it counts! The great Dale Carnegie recognized this in his…
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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
