Guilty as Charged – Seeking Consistency
While I have never considered myself a social media expert – I do know something about the importance of consistent experiences. That said, on the social media front I would rather not get a report card. I am certain that in the comments section of a social media grade report I would see words scrawled…
Get your Zappos Experience in time for Christmas!
Thank you for your patience with my less frequent blog posts. I have two bits of good news and then on to this weeks blog… 1) the first draft of my upcoming Starbucks book is done (working title The Starbucks Connection) freeing me up to return to blogging soon 2) a couple of bloggers have…
Authenticity beats Trendy!
First a personal note… Please accept my apologies for not blogging more regularly. Every waking hour (that is not dedicated to consulting, speaking, or family) is being and will be spent writing my newest book about Starbucks. I hope the smoke will clear to blog more regularly in early 2013. On to a quick blog…
Connecting People to a Culture of Connection
In an interview recently, I was asked what is the biggest “small detail” business leaders overlook today. How would you answer that question? For what it’s worth, here’s my response: “I think many business leaders fail to teach their staff that true success hinges on emotionally engaging and not merely satisfying customers. Few leaders inspire their…
Shouldn’t You be Shadowing Your Customers? Whys, Whats and Hows for Success
Have you ever been shadowed? Have you ever shadowed? I am talking about customer shadowing of course and if you are not doing it, you might want to add it to your toolkit. Imagine not only asking your customers what they want or need from you but also getting permission to watch your customers as…
The Basics for Delivering Customer Value
How often do you say “no” to a lucrative business opportunity? I have come to believe that excellence requires a willingness to pass on those opportunities where you are likely to be mediocre, or where those new opportunities will take your focus away from where your attention is needed to maintain or achieve excellence. That…
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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
