Thinking Ahead.

Empathy and Connection: The Not So Secret Weapons for Customer Experience and Life Success

While in Las Vegas last week in the immediate aftermath of one America’s most horrific mass shootings, I was overcome by a myriad of emotions. Beyond obvious and deep sorrow, I was struck by confusion over the intentions of the perpetrator and…

{Infographic} The Risk of Excellence: Avoiding Customer Experience Mediocrity

The Risk of Excellence: Avoiding Customer Experience Mediocrity

Some years ago, I had the good fortune of working on an article draft with John Timmerman and Curt Coffman. John is currently Executive Director of Digital Transformation at Gallup and Curt has co-authored perennial bestselling books like First…

{Infographic} Not Just Fast: Understanding a Responsive Experience

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Not Just Fast: Understanding a Responsive Experience

As a customer experience consultant, I find myself working with leaders across the globe and across business sectors on some very familiar themes; needs fulfillment, customer effort reduction, surprise and delight, etc. One of those bedrock issues…

{Infographic} Keeping the Attention of Your Audience

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Keeping Your Audience's Attent…Look There’s a Squirrel

Well, it’s officially over…your attention span that is! I’m not sure if you are still reading given recent findings on just how short attention spans have become but here goes... I knew things had gotten bad back in 2015 when I read an article in…

{Infographic} When It Matters Most

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When It Matters Most: Customer Experience With the Fury of a Hurricane

Despite all of the great accomplishments achieved by women and men, we have yet to match the raw force of nature fully. I was reminded of this when I met Hurricane Irma this week shielded from her wrath only by stone, glass, and metal. On balance I…

{Infographic} It's Time for Design Thinking

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Shedding Your Implicit Bias: It's Time for Design Thinking

Isn’t the world amazing! Despite the recent floods, nuclear tension, and political divide in the United States, I continue to be in wonder of the kindness and compassion demonstrated by absolute strangers to flood victims. I also marvel at the way…

{Guest Post} Customer Service May Be Killing Trust in Your Brand

spent first innovation save do A guest post by Barbara Brooks Kimmel: Who hasn’t , wasted time on the phone attempting to resolve a problem with a company whose brand is meant to enhance, not detract from your life? My guess is you have. Comcast,…

{Infographic} Leading with the Good: A Must have for Customer Experience Success

Leading with the GOOD: A must have for customer experience success

I am convinced that if you want to offer consistently outstanding customer experiences, you will need to align your organization around a fundamental belief. Namely, that “people are intrinsically good.” Okay, this blog may seem a bit esoteric and…

{Infographic} Big Data to the Rescue of the Passenger Experience?

United Airlines: Big Data to the Rescue of the Passenger Experience?

It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. Here’s a walk down that pothole-riddled memory lane: In fairness, other airlines have faced similar flight delays…

{Infographic} Guilt or Greatness?

Guilt or Greatness? Associations that Affect Customer Perception

When I was a kid, one of my mother’s favorite “mom-isms” was… tell me who you run around with and I will tell you what you are . Like many of my mom’s seemingly esoteric pearls of wisdom, that phrase was probably lost on me in my youth. Today,…

{Infographic} Differentiation Strategy: Flying on Segmentation, Experience Design, & Relevant Messaging

Differentiation Strategy: Flying on Segmentation, Experience Design, & Relevant Messaging

There must be something wrong with me. I am generally content with my airline experiences and I have a lot of them. I’ve also been willing to forgive many of the service breakdowns I’ve experienced as a traveler - as long as I can get to my venue…