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{Infographic} The Future of Customer Service: Artificial Intelligence vs Human Intelligence

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Not Hand Size! Heart Size! The Art of Engagement and Loyalty

Who is #2 (behind Google) on Fortune magazine’ “Best Companies to Work for” list?

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How to Create a Successful Customer Loyalty Program

Having worked with Starbucks since 2004, as I began my journey to my first of two books about them (The Starbucks Experience and later Leading the Starbucks Way), friends and colleagues are quick to contact me whenever Starbucks makes the news.  That goes for both good and bad news! Recently Starbucks announced a change in…

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How to Create A Successful Customer Loyalty Program

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Becoming Known For Service Excellence – Aligning Who You Are With Who You Say You Are

I have often suggested that a measure of a person and of a brand is what people say about you when you are not around. Many customer voices are included throughout my book The Zappos Experience but it seems only fitting, given the innovative use of Twitter at Zappos, to share how some customers “tweet”…

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How to Grow Your Customer Connection Through Technology

In a Time magazine survey, people were forced to choose one item to take to work: their wallet, their lunch, or their mobile device. The result: 66 percent chose their mobile device over their lunch, and 44 percent chose their mobile device over their wallet. In the same study, 68 percent of adults report that…

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A Case Study for 2014 – Learning from Legendary Leaders

In the spirit of being lifelong learners this new year, and every year for that matter, let me share a new word  I learned recently:  holacracy.  I am assuming you may have see this word buzzing around the Web lately. My connection to the word comes through Tony Hsieh CEO of Zappos. As you know…

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Customer Experience Musts – Telling us what they want

Customers have a huge desire to tell us what they want but alas many entrepreneurs and business leaders are more interested in telling or selling than taking the time needed to really hear their customer.  Hold on now, am I saying that customers actually know what they want and are willing to tell us? MIT…

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Customer Experience – Is it Care or Speed?

Recently, I shared a failed service experience I had at a sandwich shop and as a result several people contacted me and offered up what I can best describe as “service horror stories.”  Rather than miring us down in those negative interactions, I thought I would simply do a series of quick blogs on what…

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Why having a heart for Military Veterans matters!

As we formally honor our country’s military veterans this week, Starbucks is set to hire 10,000 veterans and active duty spouses over the next five years. A classic win-win, this strategy enables Starbucks to capitalize on the unique skills sets of these highly trained individuals while helping to reduce the high rate of unemployment often…

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The Starbucks Experience: Leadership Tips eBook
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Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
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How to Win Every Customer, Every Time, No Excuses! Article
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