A Personal McDonald’s Experience…Absurd?
I know this may seem un-American but I seldom eat at McDonald’s and almost never do so by dining-in. Recently, I was very early for a morning meeting and decided to grab a cup of coffee at a nearby McDonald’s. Past encounters predicted that I would get served quickly and that the product would be…
Customer Service ISN’T Customer Experience
As a customer experience design type, I definitely help companies deliver better service! But… Service improvements are just one component in elevating the experiences people have when they encounter your brand. Actually, my favorite definition of customer experience comes from my friend Doug Fleener of the Dynamic Experiences Group. Doug says…. “Customer experience is managing…
How to REALLY say “THANK YOU!”
Many people will say “thank you” to their customers today. Sadly, in some cases that gratitude will lack credibility. To have your customer appreciation message stick, you may need to translate the words into the following actions: 1) Strive to offer the best possible product, 2) Seek to deliver the product in a manner that…
Increase tension with your customer – Nudge the LOVE
I was reading a blog post by the ad agency Redpepperland concerning factors needed to create a beloved brand. In it, the unnamed author astutely suggested that people don’t fall in love with logo’s or brand imagery but do so through the personal dimension. In the past, I’ve suggested that “loving” a brand, is the…
The Starbucks Experience is Back…or Is it?
As the author of The Starbucks Experience, I endured predictions of the brands demise from some very esteemed colleagues. With rounds of layoffs, a January 29th 2009 announcement that 3oo stores were closing, a cooling economy, and increased competition for the gourmet coffee market, it was looking like Starbucks was on the ropes! While other’s…
Send your customer away, it’s for the good of all!
I know this will sound crazy at first, but please bear me out. You SHOULD SEND YOUR CUSTOMER AWAY: 1) when it’s in the customer’s best interest 2) when it’s in your staff’s best interest A recent study cited in the book Service Economics suggests that when businesses truly act like “trusted advisors” (not just…
Walmart, Amazon, Carnival Splendor – A Week of Customer Experience Lessons
What a week it was! With so much in the news touching upon customer service and consumer loyalty, I’m addressing a few tidbits as “teachable moments” or “food for thought.” Wal-mart announced that, for the Christmas season, it would be offering “free shipping” on most online item purchases (irrespective of order value). This announcement sent…
What’s more important employee or customer care?
I was asked great questions yesterday by two very different audiences (one a diverse group of business leaders and the other a convocation of students at the Monfort School of Business). I’ll pass along one of those questions as well as my answer and then turn that question back to you? What is more important…
Do you deliver emotional value? How the little guy beat Coca Cola!
Imagine a powerful brand like Coca Cola entering into a market like Peru and losing to a local drink like Inca Kola! Why would Coca Cola, one of the worlds most powerful brands, not win market share from “the Golden Kola” (a sweet fruity lemon verbena-flaored soda)? Here’s the answer in two words? EMOTIONAL VALUE…
Is your brand a myth, story, or legend?
I admit I wasn’t paying adequate attention when my elementary school teacher covered this but as someone who works with and writes about “legendary” brands I now have a compelling interest….and so should you. How would you categorize your company? …. a myth, story or a legend. Here are some quick definitions to aid your…
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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
