Thinking Ahead.

{Infographic} Recovering Business Trust

Recovering Business Trust: Listen, Admit, Apologize, Fix

This will be my third and final installment on what has become a mini-series about trust and business. Over the past couple blogs, I reported a trust gap, emphasized the need to extend trust to customers, and outlined an initial list of qualities…

{Infographic} High Trust = Happy Employees, Customers, Shareholders, & Leaders

{Infographic} High Trust = Happy Employees, Customers, Shareholders, & Leaders

High Trust = Happy Employees = Happy Customers = Happy Shareholders = Happy Leaders

You might say I am on a “trust” kick. In last week’s blog, I highlighted a US decline in social trust (a precipitous drop of 46% points from 1964 to 2016). I also opined on the critical role of trust in strengthening the social contract between…

{Infographic} Winning Customer Experiences - Simple Matter of Trust

Winning Customer Experience - Simple Matters of Trust

Customer Experience and Trust...hmmm. Here’s three quick questions to engage your brain. 1) How would you answer the following? “Most people can be trusted” - True or False? 2) What percentage of Americans answered “True” to that question in 1964?…

{Infographic} CAIO or No CAIO

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CAIO or NO CAIO: Customer Experience Depends Upon Structuring People to Manage Information

I first heard about “ it” in a Harvard Business article in 2016 and subsequently have been asked about “it ” by clients and colleagues alike. “ It” is yet another entrant into the C-suite. “It“ (actually a she or he) is a Chief AI Officer (CAIO).…

{Infographic} Customer Value - Expanding across the 12 Standard Forms of Value

Customer Value: Expanding Across the 12 Standard Forms of Value

Great leaders often ask me to help them create “customer value”, while others ask me to help them create “profit.” For me, the only way to generate sustainable profit is by developing a core competency for customer value creation. Chasing profits is…

{Infographic} Customer Experience and Value Add

Customer Experience and Value Add: Make it Personal, Emotional, and Sensory

Being raised in an emotionally expressive Italian family, it’s no wonder that I’ve been attracted to the emotional side of business and the importance of “emotional value” in customer experience creation. Over the years, I’ve gravitated toward…

Infographic: Customer Experience Creation: Give 'em a Reason to Hire & Keep You

Infographic: Customer Experience Creation: Give 'em a Reason to Hire & Keep You

Customer Experience Creation: Give ’em a Reason to Hire and Keep You

Would you eat at a restaurant where no human employees are present? Ten years ago I couldn’t have imagined I would ask such a question. Now, I am saying “yes” to that inquiry! In case you missed it there is such a restaurant it is called Eatsa .…

{Infographic} Customer Experience Speaker, Consultant, Author, or ... A Robot

Customer Experience Speaker, Consultant, Author OR…A Robot

At first, I didn’t have the heart to place my various occupational titles in the search field. I was afraid I’d find I’d already been replaced. However, a wave of courage washed over me and I went boldly into the unknown. Whew…as an author I might…

{Infographic} Service Delivered: Timeless Change

Service Delivered: Timeless Change!

Now, when it comes to customer service, home delivery (in keeping with the lyrics of a Peter Allen song) represents something “old,” which has been repurposed through digital technology, “to be new again.”