Thinking Ahead.

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…

{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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