Tag Archives: Client Experience Design
Finding your Customer Experience Core!
Age actually can be a good thing! In my youth, I wanted to be “all things to all people” or at least “most things to most people.” Slowly and sometimes painfully through my customer experience consulting career, I have aged (or as I like to call it – gained wisdom). Particularly, as it relates [...]
The Couponing Experience – Are you overlooking it?
Are you a coupon clipper? How about your customers? What role do coupons play in customer experiences? Do they lead to commoditization or are they a component of interactive engagement? Enough with the questions lets look at the data on couponing. According to NCH (Marketing Services), the number of coupons distributed by consumer product goods [...]
The Human Experience – Lessons from the ICU bedside
My vantage point on customer service and customer experience have certainly grown in the past 5 years. Much of that growth comes in the form of empathy gained from encountering complex healthcare delivery. In the past series of days, for example, I have run the all too familiar gauntlet of being with a close family [...]
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 [...]
Can you handle the truth about social media hype?
Do you remember Jack Nicholson’s character in the 1992 movie, A Few Good Men, Colonel Jessep, delivering that powerful line “You can’t handle the truth”? Well, I suspect for some of you today’s post will carry a similar challenge as it relates to a hidden truth about success and social media. That truth is brought [...]
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 [...]
Guest Blog – “What You Think Versus What You Know”
In addition to my regular blog post later in the week, here is a bonus guest blog from Heidi Hanna. Heidi and I have worked together for a shared client and I trust her expertise in human performance will offer a refreshing spark: particularly, as you strive for creative customer experience solutions? Enough of me [...]
