How are your POPS and PODS doing?
More than a decade ago marketing professors Kevin Keller and Alice Tybout advanced two concepts that not only changed the way people market their businesses but also SHOULD have changed the way we think about delivering customer experiences. They are POPS and PODS. POPS stands for “Points of Parity” and PODS is an acronym for…
FACE It: You Should Improve Your Customer Experience
The title of this blog, isn’t meant to imply you are in denial about the importance of customer experience elevation. Rather, I am using FACE as an acronymn for 4 guiding principles to consider as you craft customer-centric solutions. For me FACE stands for: Fast Accurate Caring Easy I can demonstrate 2 of the 4…
Service Professionalism – Neither Scripts Nor These 5 Gems
Once upon a time…in a land far, far away…I was a young organizational development specialist employed by a sizable health care system. My job was to “improve customer service by deploying employee scripts.” Given my naivete, I took to my task by researching the best available customer service programs. Ultimately, I purchased a boxed set…
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
