Client Experience Keynote

Wow Customer Experiences – Defined and Delivered

In my book, The New Gold Standard, I defined “wow” experiences as “unique, emotionally engaging interactions that go beyond expectations and are readily recounted.”  As a result of that definition, I’m often asked to give examples of how “wow” service is different from good service.  So here is a beyond expectation, emotionally engaging, and easily…

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Customer Experience – Understanding Emotional Economics

While working on the new book I am writing about Starbucks, to be released in 2013, I have been digging deeply into research on emotional economics.  As you are  aware economics is the branch of the social sciences that looks at the production, distribution, and consumption of goods and services.  Through much of the history…

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The Starbucks Experience: Leadership Tips eBook
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