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Deliver Convenience Before the Year Ends {Infographic}

As I’ve been working with Airbnb, I’ve enjoyed the opportunity to focus on customer experience delivery in the context of the burgeoning sharing economy. While there are vast differences between guest experience excellence at The Ritz-Carlton Hotel Company (the focus of my book The New...

Quickly Before the Year Ends – Deliver Convenience

This is my last blog post for 2018 as I hunker down in the homestretch of writing a book about Airbnb which will be published by McGraw-Hill in 2019. As I’ve been working with Airbnb, I’ve enjoyed the opportunity to focus on customer experience delivery...

When Customers Aren’t Jolly: 7 Tips for Managing Customer Complaints During the Holiday Season {Infographic}

The holiday season may bring out the best in humanity but holiday shopping can also bring out the worst. We’ve all seen the “Black Friday Brawls” as shoppers play tug-of-war with the last doorbuster sales item. No matter your business, people can become – let’s...

7 Tips for Managing Customer Complaints and Stress This Holiday Season

It’s crunch time for retail! The holiday season may bring out the best in humanity but holiday shopping can also bring out the worst. We’ve all seen the “Black Friday Brawls” as shoppers play tug-of-war with the last doorbuster sales item. No matter your business,...

7 Workplace Wellness Ideas That Boost Employee Engagement {Guest Post}

Guest post by Clara Masters: Did you know that only 29% of employees report feeling engaged at work? The remainder are either indifferent to their work or completely uninterested. Given that engagement is tied to both wellness and productivity, it’s an issue that needs to be taken...

7.8 Billion on Cyber Monday of Cyber Week – Is Brick and Mortar Retail Dead?

It’s the holiday season 2018, that peaceful time of the year when we focus on the most important things in life – being with family, celebrating faith traditions, entertaining friends, and relaxing – wait I must be under the influence of eggnog. Let’s try that...

Two Magic Words {Infographic}

Thank you for sharing one of your most valuable resources – your time. Let’s do a quick recap of the science of appreciating customers and then get down to business.

Human Experience Requires Gratitude

My parents told me, I told my children, and I suspect they will tell their children two magic words. In the United States, during this time of year, these words play prominently in family gatherings. The good news is the magic of these words extends...

Doing What’s Right {Infographic}

It’s easy to write books about sleek, high-profile brands like Mercedes-Benz, Starbucks, Ritz-Carlton, and Zappos, but I am way overdue in giving a nod to leaders and team members at Clayton who’ve impressed me with their commitment to live their mission “to open doors to a better...

Catching People Doing What’s Right Along the Customer Experience Journey

Starting around 2012, I had the good fortune of working with the leadership team at Mercedes-Benz USA (MBUSA) as they sought to elevate their customer experience from the middle of the pack among all automobile manufacturers on the J.D. Power Customer Satisfaction Index (CSI). In...

The Laws of Brand Storytelling {Infographic}

Let me tell you a story about two storytellers and their new book about storytelling. Those storytellers are Ekaterina Walter and Jessica Gioglio, and the book is The Laws of Brand Storytelling.

The Laws of Brand Storytelling – Delivering your Brand in Moments and Memories

The Native American Hopi tribe have a saying that goes, "Those who tell the stories rule the world."  Storytellers certainly have been a powerful force throughout history and may even be more important today thanks to the amplification of their messages through the internet. While...

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